Technology Services Delivery and Service Manager

With reference to call received from Resource Pro, we would like to inform you we are Hiring for Manager, SDU at ReSource Pro.

Job Title : Manager - Service Delivery
Report to : Service Delivery - Director
Department : Service Delivery Unit
Leading the Service Delivery team, managing conflicts, and ensuring the team’s processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed.

In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies.

Budgeting & Planning, Team Management, etc.)
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.

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; Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service

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.

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. 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
identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects.

All HR & Corporate Services departments
Education Background : Bachelor Degree
Working Experience : Minimum 12 years of experience, 7 years of management experience

Manages effective performance and develops staff
· ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence.
Headquartered in New York, ReSource Pro’s global service centers address client operational needs around the clock.
500/5000 Fastest Growing Private Companies annually since 2009.
Over 7,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations, consistently achieving a 97% client retention rate for over a decade.
We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability.

ISG Provider Lens™ - Insurance BPO Services and Platform Solutions 2020
EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021
Real-time promotions on business needs.

·

---