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Manager, Service Delivery
2 weeks ago
Greetings from ReSource Pro.
Job Description
Job Title:
Manager, Service Delivery, India
Working Experience:
Minimum 12 years experience, 1 + years of experience as an Manager (on paper).
Department:
Service Delivery Unit
Minimum Qualifications:
Graduation
Purpose of the Position:
- In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate.
- 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.
Principal Responsibilities:
- 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.
- 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; Oversee on-boarding of new clients.
- Business Growth: 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.
- Problem Solving: 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: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects.
- Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals.
The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs.
Competencies, Skills and Behaviors:
- Manages for effective performance and develop staff
- Build effective team relationships
- Communicates effectively
- Demonstrates functional excellence
- Customer centric
Shift Timings:
Regular Shift - 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM
Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM
Contact Scope:
Contact - HR Sakshi | | Call |
