Service Delivery Manager
2 months ago
Position Objectives:
Responsible to participate and contribute to the annual Strategy Planning Process, identifying Key Results Areas, Key Result Metrics and Key Projects to achieve BOC targets. People development along with resource management, utilization and productivity. The role is also responsible for the effective execution of continuous improvement and change initiatives, driving greater efficiency, better control, and consistency in servicing our customers
Position Responsibilities:
Operations Management:
• Analyze data and key performance indicators to assess the effectiveness of operational processes
and make data-driven decisions to drive continuous improvement.
• Foster a culture of innovation and excellence within the customer service function, encouraging
proactive problem-solving and initiative-taking.
• Lead action plans according to due dates, as defined in the Hoshin plan, and report progress to
the BOC Director and WW BOC Leadership Team.
• Measure and review performance of Operations, taking corrective and preventive actions in case of
misses and/or negative trends.
• Develop and implement strategies to achieve organizational goals and objectives, aligning with the
company's mission and vision.
• Collaborate with cross-functional teams to identify areas for improvement and implement process
enhancements to optimize efficiency and customer satisfaction.
• Identify opportunities to improve efficiencies and manage costs through continuous improvement
activities and initiatives.
• Analyze daily reports and benchmarks for effectiveness, service excellence, and continuous
improvement.
• Manage the budget of the department as defined in the Annual Operating Plan, establish
corrective actions in case of overspend, and provide input to the annual budgeting process.
• Participate in corporate governance initiatives and audits as required
Team / people management:
• Provide leadership and guidance to team leaders and supervisors, ensuring effective execution of
operational plans and initiatives.
• Monitor and evaluate the performance of team leaders and supervisors, providing feedback,
coaching, and development opportunities as needed.
• Set clear and customer-focused expectations for the team to ensure goals are met.
• Provide leadership on root cause analysis and corrective actions related to operational issues.
• Communicate regularly with the BOC Leadership Team and employees, sharing performance and
results of the operation.
• Provide leadership, coaching, and mentoring to subordinate managers through continual
feedback, mentoring, and leadership development planning.
• Set direction for team leaders to provide coaching and staff development within the teams.
Actively coach and develop all levels of staff as necessary.
• Ensure a collaborative and positive work environment within the team and with all contacts outside
the team.
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