Delivery Manager
4 weeks ago
Job Description:
Job Description
Delivery Manager ACME (Associate Content Management & Experience) will play a key role within the Content Solutions function to support Fidelity’s clients and internal partners at FMR India. The Delivery Manager will be accountable for the day-to-day operations. They will work closely with Senior Delivery Manager and Global Partners to understand the business priorities and ever-increasing needs of our customers to align the team to execute the day-to-day operations. Continuously focusing in developing the team to achieve Individual goals, contribute to the organizational goals and improving the end-to-end process using agile concepts and process re-design.
The mission is to improve the associate content experience by providing timely and easy to find content so that associates have the information they need to do their jobs.
The Expertise and Skills You Have
7+ years of combined experience in operations management, customer service, and/or content management, including at least 4 + years in a people management role. Responsible for leading, coaching, and developing a team of 12-15 associates. Bachelor’s degree in communications, journalism, English, or a related field. Adept at SEO best practices and keyword selection Proficiency with multiple content management systems and analytics software Creative, industrious content Manager with experience in crafting and implementing effective content strategies. Understanding of content management principles, authoring applications, and processes to effectively manage inventories. Experience leading and developing teams in multiple site locations, including Bengaluru. Data and analytical insights to identify content improvement opportunities, qualify and prioritize work, and measure business impact. Strong operational management, with an emphasis on metrics and process improvement. Manage the day-to-day operations, ensuring the timeliness and accuracy of deliverables. Review productivity and quality of individuals within the team. Re-evaluate and adjust standards as the business grows and changes. Define new productivity standards to accommodate business changes. Create, establish, and maintain daily and monthly operational metrics. Build effective management routines with the team to maintain focus, supervise progress, achieve, and evaluate results, and celebrate successes. Have a passion for Customers and Associates, continuous education, and dedication to develop others and help them succeed to solve business problems. Successfully build and manage relationships with your team, peers, and business partners and can anticipate and resolve issues that may arise. Identify issues\bottlenecks that prevent \ hinder the organization in providing the best-in-class customer experience, escalate them appropriately and collaborate with clients and internal partners to fix those issues. Be accountable for implementing and measuring improvements. Innovative and strategic analytical person who understands business context and optimally challenges the status quo to deliver better outcomes. Promote teamwork and responsiveness of individuals in their areas of responsibility through support and coaching. Promote the value of content and how it delivers better business outcomes. Lead or participate on project teams involved with departmental or strategic projects. Flexibility to work in shifts.
Certifications:
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