The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Team SLA Achievement
Ensuring your managed team consistently meets all defined Service Level Agreements and Key Performance Indicators for your assigned processes.
Target · Consistently 95%+ across all SLAs/KPIs. Your team handles 1,000 invoices a day with a 98% accuracy target and a 24-hour turnaround time. You'll need to hit both these numbers for 95% of the invoices processed each month, or you'll be digging into why.
Process Efficiency Gains
Identifying and implementing process improvements that lead to a measurable reduction in effort or time for the services you manage.
Target · 10-15% reduction in Average Handle Time (AHT) or Full-Time Equivalent (FTE) effort within 12 months. You spot a manual data entry step that takes 20 minutes per transaction. You work with the RPA team to automate it, reducing the time to 2 minutes. This translates to a 90% AHT reduction for that specific task, contributing to your overall 10-15% target.
Operational Client Satisfaction
How happy our clients are with the day-to-day service delivery from your team and processes.
Target · Minimum 4/5 score on operational client feedback surveys for managed services. After a new process go-live, the client's operational lead gives a 4.5/5 rating, specifically praising the smooth transition and your team's responsiveness. If it drops below 4, you'll be expected to have a plan to fix it.
Team Productivity & Quality
Measuring how effectively your team is working and the quality of their output.
Target · Improve team productivity by 5-10% year-over-year while maintaining a quality score of 98%+. Last year, your team processed 10,000 transactions at 98% quality. This year, you aim for 10,500-11,000 transactions at the same quality level, maybe by tweaking workflows or getting better tools.
Cost-to-Serve Reduction
Lowering the cost associated with delivering the services you manage, without compromising quality.
Target · Reduce the cost-to-serve for managed processes by 3-5% annually. By optimising a process and reducing manual effort, you save £5,000 in FTE costs for a particular client engagement over a quarter, contributing to the overall annual reduction target.
Process Improvement Leadership
Your ability to identify, champion, and drive improvements within your processes, not just maintain the status quo.
- You're regularly bringing forward ideas for optimisation, leading small Kaizen events, or successfully implementing changes that stick. Other teams come to you for advice on process challenges. You're not just waiting for problems to appear
- you're actively hunting for better ways of working.
Team Development & Mentorship
How well you support and grow the junior members of your team.
- Your mentees are consistently meeting their targets and showing growth in their capabilities. You're regularly providing constructive feedback, helping them get unstuck, and delegating challenging tasks to help them learn. They're asking you for advice, and you're making time to give it.
Issue Resolution & Escalation Management
How effectively you handle operational issues, from minor glitches to major client escalations.
- You're known for quickly getting to the root cause of problems, communicating clearly with affected parties (especially clients), and implementing lasting fixes. You know when to handle something yourself and when to pull in your Lead Manager or other specialist teams. You don't let issues fester.
Client Communication & Expectation Management
Your skill in keeping clients informed, managing their expectations, and building trust at the operational level.
- Clients consistently feel heard and understood. You proactively communicate potential delays or issues, offering solutions rather than just problems. You can push back constructively on unrealistic demands and clearly explain operational constraints without damaging the relationship. They see you as a reliable partner, not just a vendor.
