People management, collaborating different segment of organization, comply with the Organizational MBO.

1. AS A MANAGER, MY
RESPONSIBILITIES - VIVEK
KULSHRESHTHA
TEAM
Skill development
Mo va on
Parameterize performance
Resource planning
Track the resource availability and vaca on
with minimum impact
Sta s cal analysis of work load vs
produc vity
Iden fy and predict possible a ri on - plan
ac ons and impact analysis
Sta s cs analysis of team WRT Org Goals
Iden fy gaps, planning and execu on of
filling them
Track MBO
MBO assignments
Leadership
Effec ve One on one with team members
Conduct team mee ngs
Resolve concerns of team members
Broad level discussion with leadership about
concerns from individual
COST AND EFFICIENCY
Adapt data driven conserva ve approach to
plan resources
Self help and Automa on
Help in iden fying self help guide
Iden fy "what customer is searching for" and
work with content management team to
bridge the gaps
Adopt automa on and tools to expedite resolu ons
Trends analysis and proac ve measurements
to enhance skill and be er produc vity
Conduct training considering cost vs produc vity
Leverage inter team skill training
encourage self directed learning
OTHER SEGMENTS OF ORG
Bring repea ng demands to Product
Management
Priori ze the bug fixes depending on
customer project size and economical impact
Engage sales wherever threats and
opportuni es are sensed
Customer success management shall get
best representa on in-front of customers
HR involvement wherever needed
CUSTOMERS
Escala on management
CSAT tracking and engaging with
customers wherever needed
Understand priori es of customer
issues and define appropriate severity
Expecta ons management
OPERATIONS
Opera onal efficiency: Ac ve par cipa on in
decision making, impact analysis and
an cipa on of end goals. Thoroughly use,
historical data/trend analysis to ra onalise
decisions.
Opera onal effec veness: gain knowledge of
Support System and it's func ons to develop
perspec ves. With the perspec ves of the
system, effec veness is measured more
efficiently.
CRM ready
Inter team collabora on processes
Completely life cycle of the cases
Improvise data gathering in CRM system for
be er decision making
24X7 Support
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