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Senior Delivery Manager

2 months ago

Visakhapatnam, India Wipro Full time

PRINCIPAL RESPONSIBLITIES

Responsible for the end-to-end operations delivery

Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations

Ensure adherence to SLAs, meeting Customer OKRs on Productivity, Quality, Utilization etc... and improve operational performance

Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc

Provide coaching and feedback to team members to enable them to improve their performance

Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

Drive reward and recognition activity on the floor

Client management and drive client feedback

Ensure compliance with internal policies and procedures, external regulations and information security standards

Liaise with sales and solution design team to grow the account in similar lines of business

Create a workforce requirement plan for the engagement when the team is growing and future business is expected

Hold appraisal for the Process leaders and Team leaders in the Hierarchy .

Drive people initiatives, Ideations, and Projects by team or by customers

Monitor and drive Revenue management for the process

Meeting the SLA of Attrition, Shrinkage etc...

Ensures attrition is within the benchmark and takes initiatives to retain people.

Driving People Engagement and developing the leadership skills of their direct reportees, Ensuring that there is succession planning for all critical resources

CRITICAL SKILLS REQUIRED

Good Interpersonal & people management skills with good problem solving approach.

Knowledge in the logistics business or past experience of working in a BPO (non voice environment) is an added advantage.

Need to handle a span size of 400+ HC

Excellent verbal & written communication & presentation skills

Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction

Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools

Excellent analytical skills for MIS, number crunching & reporting to internal & external customers, problem-solving, decision-making & management skills

Ability to exercise managerial judgment and perform as a mentor

Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills

Leadership skills / Team Management Skills

Knowledge of Client and end user requirement (Before starting floor management).

Basic understanding and ability to trouble shoot issues and implement change as needed

Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS

Ability to drive results against SLA performance indicators

Candidate must be able to work in night shifts.

Ability to work in a challenging/dynamic environment and meet the timelines