New products-  Launch readiness Operation setup- people Day to day operational governance Governance AMB/Social Media Escalation Handling high level escalations Co-own RCA to correct the process & governance Insights for new programs/projects Responsible to drive the fulfilment of case handling KPIs on customer level with highest quality. Proactively support customer support community (CSC) in operations management of the customer SLA fulfilment.  Prioritization of cases based on customer requirement. Drive customer escalations effectively EBCSS (Event based customer satisfaction survey) owner at customer level. Analyse the result, propose quality improvement and communicate corrective action and support execution. Share customer SLA performance status and business situation through dashboard Focus on cost effective support for assigned customer through analysis of cost reports and drive to reduce cost per case (CPC).