CFS Lead Role
- Single accountable Wipro owner forend-to-end CFS service management; drives delivery consistency and accountability across the CFS team, directly addressing the documented "lack of strong CFS Lead” root cause.
- Own SLA definition, measurement, reporting and contractual compliance across TIG & BTO; drive the SLA go-green trajectory (from ~79.6% toward contractual target); manage exceptions where tool limitations exist.
- Prioritise, drive and close the 131-item ServiceNow recovery backlog; lift automated SLA measurement beyond the current 12%; champion automation and process enhancement.
- Primary Wipro–ICICI interface at Mumbai; manage senior IT leadership, escalations and governance forums; build client confidence and CSAT.
- Chair weekly/monthly service reviews and governance meetings; own agenda, action tracking, and follow-through; ensure on-time reporting
- Align CFS with TIG & BTO tracks; arbitrate cross-track priorities; enforce ownership boundaries (CFS as enabler, tracks as SLA owners).
- Ensure evidence-backed, exception-governed reporting that withstands RBI/audit scrutiny, own RCA quality, and compliance closure
- Maintain the CFS risk register; mitigate attrition/continuity risk; drive process maturity uplift and team capability.
- Work From Office Mode on daily basis with Alternate Saturdays working (1st/3rd and 5th Saturdays)
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