Head - Partner Success and Performance Management (PSS08110)

About the role

The Head - Partner Success and Performance Management role exists to establish disciplined partner governance, transparent reporting, and structured engagement across the complete partner ecosystem. This leadership position is responsible for converting MIS into actionable insights, running governance cadences, securing action closure, and improving service, customer, and business outcomes.

What you'll do

• Design a common governance framework covering partner segmentation, KPIs, SLAs, review frequency, escalation paths, and decision rights
• Create differentiated engagement models based on partner size, criticality, performance, geography, and customer impact
• Maintain a central partner repository including scope, contracts, locations, contacts, SLAs, scorecards, review history, and open actions
• Own a single source of truth for partner MIS; ensure data accuracy, consistency, validation, and on-time publication
• Build automated dashboards for volumes, TAT, SLA, ageing, quality, productivity, cost, customer experience, escalations, and action closure

What you need

• 10–14 yrs of experience
• Performance management
• Power BI
• SQL
• MIS reporting
• Negotiation
• Excel
• MBA or B.Tech or B.E. or BBA

Good to have

• Six Sigma
• Tableau
• Dashboarding
• Root cause analysis
• SOP writing