Goals

Customer Experience

Operations Sustainability
Innovation Capability
 Goal Metric
Customer Experience-: Time Adherence
Operation Sustainability -: Quality of Deliverables
Description Weightage
Response time should be
minimum for the escalated P2B
tickets from ID.- Relevant and 20%
Timely response to the internal
support tickets.- Schedule call
with the country team twice
every month.
Reverted all the cases w
a)
- Raising UBS issues and
following it up in the scrum.
- Providing inputs on issues
when required.
- Timely handling of tasks
requested by the Dev/Business
teams.
- Promo code creation and
edits required by the business
teams should be responded
within 4 working hour time
frame. 60%
b)
- Resolve the tickets
(internal/external) in time and
provide quick resolution to the
l1 support team.
c)
- Number of issues/tickets
handled. Responses to Zendesk
tickets, internal/external.
- No of Zira's handled. SLA to
be maintained as per the
severity of the requests.
- Internal support tickets
handled should be resolved at
L2 level and only 15 to 20 % of
the tickets should be escalated
to dev teams.
Attending daily UBS and

Innovation Capability :- Quantity of work
Quality of responses to be
maintained and process
improvements to be 20%
implemented as and when
introduced.
- Price point creation and
issues related to the UBS team
should be handled properly.
Reverted all the cases within short time frame as escalated to me.Timely response to all Internal tickets.Keeping watch on escalated ticke

Attending daily UBS and App scrum and raising issues there and taking followup from the concern team and giving updates to the team. H
g watch on escalated tickets trend and if there is a spike in reported incidents then escalated to concern team.Scheduled weekly call with

ing updates to the team. Handling all the tickets/task raised by team on time with providing inputs to team.
heduled weekly call with ID team and bi-weekly call with MY team.