Service Delivery Manager

Job SummaryExperience 10 yearsAppropriate experience in Autonomous vehicles automotive systems operational management proven success record in managing operations to achieve high customer satisfaction and operational excellence Operations manager will work with PgM to review weekly monthly and quarterly operations and performance which would be measured against established metricsOversee the overall program manage approx 100 150 employees through a team of Team managers Team Leads and with some supporResponsibilitiesSkills qualificationsExperience 10 yearsAppropriate experience in Autonomous vehicles automotive systems operational management proven success record in managing operations to achieve high customer satisfaction and operational excellence Operations manager will work with PgM to review weekly monthly and quarterly operations and performance which would be measured against established metricsOversee the overall program manage approx 100 150 employees through a team of Team managers Team Leads and with some support structure to rely on Process Experts Reporting Analysts Ops support etcCandidate ProfileKnowledge of Autonomous Vehicle lifecycle and radar video LiDAR and allied sensor technologiesKnowledge of automotive systems communication protocolsExperience managing multidisciplinary BPO SSC Contact Centre projectsEducation Post Graduate preferably MBA PMP certification or relevant domain certificationProject management experienceUnderstanding and passion for online productsservicesAbility to define projects execute within timelines and with multiple stakeholders and deliver projects on time and to budgetAbility to effectively operate with flexibility in a fastpaced constantly evolving team environmentResults orientated selfstarter and highly focusedExcellent communication skills and proven capability to build relationshipsConsultative management style creative thinking with a pragmatic approachExperience with onsiteoffshore model and working in a multicultural environmentExperienced working collaboratively with internal key stakeholders including Corporate FunctionsResolve operational business problemsissues and provide solutions within time constraintsTranslate client expectations into actionable initiativesMeet delivery standards defined in a client SOW adhere to SLAs manage teams of Agents Team Leads Team Managers track project milestones and identify process improvement areasStrive to achieve and overachieve on client Quality Productivity metricsWork towards fulfillment of contractual obligationscompletion of deliverablesWork with the Human Resources Function to drive employee engagement and performance managementBe in charge of reporting to internal Leadership teamsFurther responsibilitiesTake complete ownership and accountability for delivery of operational metrics including CSAT SLAs and Capacity utilization for your teams devise daily weekly monthly quarterly strategies to meet targetsEnsure high quality of delivery and performance from the entire team including Team Lead QA Trainers SMEs and Support PersonnelEnsure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelinesEnsure deep subject matter expertise of self product knowledgeEnsure bench strength and attrition is under control and does not impact operational excellenceWork proactively with the Google Vendor Manager to deliver cohesive coordinated and highly qualitative customer engagement experienceContinuously look for opportunities to improve customer experience provided by Google and make recommendations to Google Management teamDevelop Service and business level agreement to set expectations and continuously measure performanceDeveloping strategies for project metric improvement beyond industry standardsAdvise management on additional resources and situations that will help growth and sustained productivity effortsManage project for emergency operations manage client relationship support associate resources for individual growthAbility to lead performance analysis and longterm strategic roadmaps for high level campaignsAbility to manage budgets and build budget and performance projectionsAbility to prioritize and multitask with little supervisionStrong communication skills to direct any potential issues to relevant stakeholdersDevelop and track key business metrics around customer behavior channel analysis and competitive analysisStakeholderBusiness ManagementDeliver on financial goals for the businessPrepare and report process performance metrics to stakeholdersParticipate in management discussions Governance discussion Management forums with customerIdentify key cost drivers and ensure they are optimizedProactively identify opportunities for additional business with customerIdentify opportunities for growth deliver on growth commitments number of peopleAnticipate plan for new business get involved in hiringShare value addition and best practices across teamsAdopt best practices from other processes verticals etcCustomer Relationship ManagementManage customer relationships through regular communication with clients through weekly monthly reviewsDiscuss operational issues and Critical to Quality CTQ delivery issues with the customerAttend customer calls and meetings proactively flag issues and prevent surprisesManage and resolve escalations and issues raised by customersIdentify better ways to deli LI-VS5