CHECKPOINT DIMENSION GOAL Heading

Service Delivery

BUSINESS RESULTS

Compliance

CLIENT SUCCESS All the Accounts supported

INNOVATION BPO/Best Practice Sharing

RESPONSIBILITY TO OTHERS Leadership

SKILLS Capability
 CHECKPOINT JAZZ GOALS - Description along with the TARGETS

Ensure in Service Delivery all the Metrics are GREEN

Ensure all client SLA’s/SLO's/KPI's are MET
Ensure Zero number of Escalations
Ensure ZERO Change Failures
Ensure ZERO Accounts are in RED
Ensure clocking of 45 hrs of TVC Clocking (Productive + Non-Productive)
Ensure the Utilization is more than 96.6 % for each quarter
Ensure ZERO direct/potential DSAT Incidents (Process/Procedure/Human Error)
Ensure smooth transition of All accounts with ZERO accounts in RED/AMBER while going Live

Ensure there is no UNSAT audit

Ensure the regular internal audits were driven within your span to identify the gaps and build action plans to mitigate the same, Any Findings
within 2 Weeks in case of any findings with proper compliance postures by raising CIRATS.
Ensure to Adhere all compliance postures (WST, ILC, PGP, ISAM, BCG, IT Security Diary, Cyber Security etc) - ZERO Delinquencies
Hours plan details are kept upto date in line with guidelines
Maintain all the process and procedure documents in QMX - ZERO Overdue cases
Adhere to IBM Policies, Follow all basic etiquetes and Service Line Guidelines - ZERO Tolerance
Ensure 100 % Audit Readiness all the times with ZERO FINDINGS
Ensure teams are compliant with GDPR requirements

Sustained improvement on service quality through DPP, GSE etc - 3 DPPs Yearly
Apply Best practices from other accounts/relavant GSE
Focus on Client Advocacy
Automation Initiatives from all the supported accounts - 1 or 2 per Year
As part of Capability, based on strategic decision and roadmap any new technologies to be learnt by the resource if training is provided
Implement Automations in all other accounts which are unique, and register each unique automation into Automation factory
Sharing Ideas to the idea log

Assisting the SME/ISME resources in the implementation plan while the activities driven as part of innovation
Mentor the Teams for higher roles - Upskill atleast 3 Rhythm/Blue resources to your level, and Cross skill the resources where ever possibili
Assist in internal training programs to develop skills across SMO India.
Actively participate in - Realignment of Delivery model to GID T2.0 within the GSO defined project deadlines
Proactive participation and co-creation of ideas working with India/Global BPO Lead - Yearly 4 ideas(possibly 1 per Quarter)
Identify skill gaps within respective span and put in place individual plans to bridge skill gap - As per Mentorship program
Acive Participation to Lead agile maturity level across all Service lines in 2018 (L4 maturity and above.)
Ensure sharing and adopting best practices (in the Form of Tech Talks and Group discussions for his Pool) - Atlease 1 session per Quarter

Ensure minimum 40 hours of self learning on Think40.

Attend and actively participate in all Internal/ External training sessions.
Demostrate tasks execution of higher role - Should clear Next Level Technical Assessment & CA as applicable
Enhance domain skills & Certifications (From ITIL / PMP / AGILE/GID etc.. Perspective)
Enhance Core Technical Skills & Relevant Technology Certifications
Enhance Soft Skills / Technical Skills as per L&OD Standards - Should clear Next Level Technical Assessment & CA as applicable
Focus on Professional Development
Badges - 6 per year - 50% on NextGen/Career progression skill - (50% H1 and 50% in H2)
Should not be RED/AMBER in Current Role
ZERO Escalations Due to Skills Gap