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Associate Manager

2 weeks ago

uttar pradesh, India HCLTech Full time
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About the Role:
Service Delivery Management
Band Level: E2.1
Role: Associate Manager_Service Delivery
Reports to: Business Support Manager I or II
Location: Noida
Schedule: US Shift( Fixed Night Shift)
Role Description: We are looking for candidate with minimum of 1 yrs. service delivery management experience and overall 6-10 years expertized with advance excel vlook up; hlook up; pivot table, graphical representation through pivot table. Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced margin in the P&L’s performance . They are also in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress and tracking KPIs and SLA's. Service Delivery Manager’s I play a vital role in boosting customer experience by delivering top-notch quality services that meet and exceed customer demands.
Major Responsibilities:
Customer Satisfaction & Retention:
Understand the client’s industry, business, and their critical business drivers.
Minimum of 1 Yrs. Service delivery management experience having led high quality service delivery to customer(s)
Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
Manage customer requests by providing realistic resolution time scales.
Contact customers when follow up on cases is required and take ownership of the case.
Handle customers’ escalations related to the service provided, if required by the account.
Provide innovative ideas to help client achieve their business goals.
Maximize account retention
Account Management:
Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
Ensure resources, capabilities, and capacity to meet both existing and new business demands.
Prepare timely and detailed reports on financial performance on a quarterly and annual basis.
Manage escalations and offer assistance in complex issues and design improvement strategies.
In conjunction with the Client Account Delivery Manager, ensures resources, capabilities, and capacity to meet both existing and new business demand.
Delivery Account Manager is accountable for robust contract P&L management in line with agreed Business Case and Financial Plans targets. Delivery Account Manager understand P&L mechanics and manage internal and external contributors.
Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).
Financial Performance:
Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve TTR, and audit requirements (i.e.., OSA, 3rd party asset, etc.).
Drive financial planning of the company by analyzing its performance and risks
Contribute to P&L performance through cost control and innovation initiatives
Identify same account growth opportunities to be converted into sales prospects.
Provide support to new business opportunities. Take an active role in bids and supports the transition and implementation of new business (including new service offers).
Supporting Client Account Delivery Managers by developing account plans and service strategies with customers in order to drive enhanced margin and P&L performance.
ADHOC:
Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
Min/Preferred Education and Professional Level:
Minimum 4 Yr. degree -BS/BA or 3 to 5 years of work experience or equivalent Military.
Preferred Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education.
Preferred LSS Green Belt Certification
Additional Skills Required:
Skill Description:
Proficiency Level Languages English Test 85% +
Microsoft Office MS Excel (VLookup, H Lookup) 85%