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Service Delivery Lead

4 weeks ago

Thiruvananthapuram, India Allianz Services Full time

Role: Service Delivery Lead for Financial Services


Description:


We are seeking for a Service Delivery Lead to join our Financial Business Services team in Trivandrum, accountable for the overall direction and operations of our delivery team. With Team Leaders as direct reports, the Service Delivery Lead must be able to balance strategic thinking with detailed execution and cross-functional oriented work. The Service Delivery Lead will work in an ever-changing environment where every day brings new challenges and new opportunities.


Key Responsibilities


  • Set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence and holding their teams accountable to meet and exceed performance targets
  • Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers)
  • Provides expert problem management support to difficult, high profile customer issues and ensures root cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
  • Driving improvements and implementation of global operation processes and quality assurance as well as the development of policies and procedures regarding the areas in scope
  • Develop, implement or change processes as necessary to allow Financial Business Services to scale at an accelerated pace without impacting customer and employee experience
  • Foster a work environment that respects and is responsive to the needs of a diverse staff
  • Provide inspirational leadership, winning appropriate mindshare, alignment and support towards delivering company vision and business opportunities
  • Remove obstacles to speed and agility, and maintain a streamlined organization with high levels of accountability and empowerment.
  • Communicates actively and ensures proactive information management and may guide employees through change initiatives
  • Responsible for best practice research, recommendations and implementations
  • Ad hoc project work including analysis of deliverables as well as meeting deadlines/milestones and appropriate information and communication for the management


Requirements

  • Strong academic background
  • Experience with people management and operations leadership
  • Experience in leading large teams to high levels of performance
  • Experience in developing future leaders and creating tailored succession plans
  • Experience working on Power Point, analyzing data and presenting to senior management
  • Process improvement oriented
  • Fluent in English
  • Previous experience in transition projects is a plus