Service Delivery Director
6 days ago
ReSource Pro is a leading provider of innovative solutions for the insurance industry.
Job DescriptionJob Title: Manager, Service DeliveryThis role involves overseeing daily operations to ensure client satisfaction and managing email, phone, or in-person interactions with clients to maintain and enhance client relationships. The goal is to provide consistent service delivery and brand promises. The position also involves onboarding new clients and supervising teams in different stages of the delivery process.
Key Responsibilities- Talent Management: Coach and develop team members 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.
- Talent Inventory: Manage and coach direct reports to be effective in both client management and people management.
- Establish Delivery Processes: Streamline delivery processes to ensure each client gets the same great experience from the initial stage.
- Client Services: Oversee daily operations of each client team to ensure client satisfaction and manage email, phone, or in-person interactions with clients.
- Supervise Staff: Oversee teams in different stages of the delivery process and hold them accountable for carrying out required tasks and providing great customer service.
- BUSINESS GROWTH: Proactively seek opportunities to improve client experience and drive business growth.
- Manage Customer Expectations: Assess customer feedback and improve procedures accordingly to ensure great customer service at all times.
- Problem Solving: Resolve high-impact client issues by analyzing root cause and identifying key steps to form a plan.
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