Manager, Service Delivery

4 weeks ago

Bengaluru, Karnataka, India ReSource Pro Full time

Job Title: Manager - Service Delivery

Reports to: Service Delivery - Director

Department: Service Delivery Unit

Location: Bangalore, India

Talent Management:

Coach and develop your team to excel in client and people management.

Client Services:

Ensure client satisfaction through effective management of daily operations and onboarding processes.

Business Growth:

Drive improvements in client experience and support business development efforts.

Problem Solving:

Tackle high-impact client issues with root cause analysis and resource coordination.

Project Management:

Lead departmental and cross-functional initiatives aligned with corporate goals.

Employee Engagement:

Balance the needs of employee engagement, client satisfaction, and budget management.

Principal Responsibilities:

Talent Inventory:

Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

Establish Delivery Processes:

A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage.

Client Services:

Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.

Supervise Staff:

Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service.

Business Growth:

Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.

Manage Customer Expectations:

This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customer's experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold.

Problem Solving:

Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

Managing Projects:

Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects.

Employee Engagement and Budget:

Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals.

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