Service Delivery Manager
4 weeks ago
Service Delivery Manager:- Coimbatore
Qualification:
Graduate,Post Graduate (preferably MBA)Responsibility:
Business,Customer- Acts as L3 point of contact for escalation.
- Accountable for entire Project(s) deliverables.
- Engage with Client,customer to anticipate issues and needs of the customer related to the project.
- Responsible to work with transitions and training teams on new transitions.
- Responsible to work with PEX teams on driving process improvements.
- Responsible for driving CCA consumption for entire team.
- 100% compliance on reports and client Governance calls for the project(s).
- Work with MIS teams on resource allocation and reporting.
- Responsible to drive all the internal mandate courses for the teams.
- BCP readiness and work in accordance to manage and document any event.
Project / Process:
Lead,Drive awareness sessions on Innovation and Process Improvement- Identify and drive opportunities to enhance service delivery.
- Ensure adherence to Quality norms and processes.
- Enable risk assessment and establish mitigation plan.
- Review process audit findings and take corrective action to prevent negative result.
- Should drive actions on high risk items.
- Manages project risks and issues ensuring that project team members are actively involved in the identification and take ownership of risks initiating corrective action where necessary.
- Knowledge Management.
- Ensure strong and regular cross training programs within the project.
- Responsible on documenting any change in process,metrics and work with internal teams to ensure the same is being addressed and closed.
- People,Team Management.
- Lead team building activities to enhance motivational levels.
- Manage attrition and absenteeism by creating a motivational environment in the project.
- Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level.
- Conduct and ensure transparent appraisal process for all associates.
- Responsible to ensure teams are given opportunity to enhance their skills.
- Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Daily,Weekly,Monthly).
- Drive teams to work with Leads and TMs and document performance reviews in Go Perform.
- Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan.
- Responsible for backfilling the open positions.
Must Have Skills
- MS Excel
- MS Office
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