Service Delivery Manager

Key Expectations

• Ability to achieve the targets and exceed them consistently.

• Contribute ideas and suggestions to improve the process.

• Identify issues/patterns in the process and advice solutions.

• Record and maintain all the productivity data in the respective DB/excel sheets.

• Perform all activities free from errors.

Specific Responsibilities

• Overall responsible for managing specified Customer Service processes/teams.

• Be a part of the management team and facilitate strategic decisions for the process being handled.

• Plan, allocate and control processes and resources to ensure quality deliverables within prescribed timelines and functional budgets.

• Ensure that strategy, structure, staffing, and processes are aligned with the Company's Quality objectives and goals.

• Champion the use and implementation of statistical tools for analysis and reporting.

• Creating back-ups for self.

• Collate and report standard operational and quality metrics to the management on a weekly basis. Take action on an ongoing basis to identify deviations from standards and initiate actions to address the same.

• Provide leadership through guiding, monitoring, and integrating the day-day efforts of the Team Management and subordinates.

• Own and drive efforts of the organization towards attrition management and staff retention.

• Establish relationships with team members through one-to-one sessions and group meetings.

• Conduct and assist with functional trainings.

• Ensure quality delivery in line with Service level agreements made to Areas and Regions

• Work collaboratively with the offsite locations & regional offices to anticipate and understand customer expectations and satisfaction levels and translate that knowledge into process improvements /Changes in order to improve effectiveness.

• Constantly take measures in improving the knowledge/ skill base of the team and overall productivity.

• Assist in execution of trial production of new business opportunities.

• Ensure adherence to ISO Objectives and Standards across the organization.

• Assist and participate in the execution of the day-to-day tasks, as required.

• Data Analytics – Ability to comprehend data and provide meaningful business insights.

• Expertise and familiarity with business tools like MS Excel, Qlik, Power BI

• Knowledge of additional skills like R and Python will be an added advantage

Key Performance Standards

• Achieve productivity improvements in line with the organization's goals.

• Achieve key targets of the specified process responsible for.

• Ensure effective project transitions for relevant processes.

• Ensure productive working relationships with the Region/Areas through visible initiatives and effective communication channels.

• Ensure efficient management of human resources, in terms of :

1. Employee Motivation
2. Retention of identified key team members
3. Implementation of Training for all key team members
4. Creation of a motivating and vibrant work environment

Operational Drivers:

• Ensure accomplishment of all milestones on all personal projects that get allotted.

• Ensure necessary productivity improvements are done as per the plan.

Desired Profile

Business Skills

• Expertise / Specialized Knowledge

• Product Knowledge

• Process orientation & diagnostic Skills

• Quality Awareness

• Accuracy

• Analytical Thinking & technology orientation

• Financial orientation

• Communication skills – E-Mail, verbal & presentation.

• Project Management

• Training skills

• Report preparation/ generation

Customer Orientation

• Proactiveness to Customer needs.

• Good listening skills.

• Ability to establish Rapport and develop Contacts.

Local compliance requirements

• Compliance to ISO requirements in regard to data privacy, quality and processes.

• Compliance of Security awareness requirements,

Skills:

• Excellent spoken and written communication skills.

• Should be a team player with positive attitude

• Good knowledge of Geography.

• Expert in the use of MS Office products.