Lead - Service Desk / Grade (SM/AVP)

JD for Lead - Service Desk: To oversee and manage cross-functional projects, operational excellence initiatives, compliance adherence, and data-driven performance tracking. The role ensures that processes meet Service Level Agreements (SLAs), regulatory standards, and Continuous Service Improvement (CSI) goals through structured project management and analytics.

Responsibilities:

Continuous Service Improvement (CSI) / SIP:

• Identify improvement opportunities across business processes.
• Develop and implement Service Improvement Plans (SIPs).
• Conduct root cause analysis for SLA deviations and drive corrective actions.

Data Science & Analytics:

• Design and maintain performance dashboards with mobility integration.
• Leverage analytics to monitor performance, identify trends, and support decision-making.
• Automate dashboards and reports to enhance data visibility and accuracy.

Client Reporting:

• Prepare and deliver accurate, timely client reports.
• Standardize and automate reporting templates.
• Ensure data accuracy and SLA adherence in report delivery.

NSDL & DP Monthly Business Reviews (MBR):

• Compile data for monthly reviews and create presentation decks.
• Highlight key metrics, SLA compliance, risks, and improvement actions.

SLA, Matrix Adherence & Escalation Management:

• Define and track departmental SLAs and performance metrics.
• Maintain escalation matrices and ensure timely issue resolution.
• Drive SLA compliance across operations.

Review & Governance:

• Conduct call monitoring for quality assurance.
• Review user security, access control, and privilege management.
• Monitor adherence to SOPs, policies, and InfoSec standards.
• Review SEBI and internal audit observations; track NC closure.

Risk & Compliance Management:

• Maintain and update the departmental risk register.
• Identify and mitigate operational and compliance risks.
• Ensure closure of non-conformities and audit findings on time.

Tools, ITSM & Automation Management:

• Maintain ITSM tools and ensure operational stability.
• Identify automation opportunities to enhance process efficiency.
• Manage implementation and periodic review of automation solutions.

Performance & Productivity Tracking:

• Track Key Result Areas (KRAs) and Key Performance Indicators (KPIs).
• Monitor team productivity and recommend improvements.
• Support performance reviews and continuous improvement programs.

Essential:

• Strong understanding of Project Management (PMP/Agile) frameworks
• Proficiency in Power BI / Tableau / Excel / ITSM tools
• Experience with automation and process optimization
• Knowledge of InfoSec, SEBI, and regulatory compliance frameworks
• Excellent analytical, communication, and stakeholder management skills
• Strong leadership and problem-solving abilities
• Project Management & Program Management
• ITIL Certificate
• Regulatory Compliance
• ISO27001 Certificate
• Capital Market experience