Service Delivery Manager

2 months ago


Bengaluru, India People First Consultants Full time

Job Role: Service DeliveryManager


ServiceDelivery Manager Bengaluru
Designation: Service DeliveryManager – Bangalore
Business Vertical: IOA– Employee Experience Service
Location:Bengaluru
Reporting Manager: DGM/GM

Role and Responsibilities
SDM will beresponsible for end to end performance client and team management.Responsible for managing a
team of 120 150 associateswith 56 Team Leaders. Responsible for managing SLAs driving processand
operation improvement ideas and providingrecommendations to strategic plans. Improving production
productivity quality and customerservice standards; resolvingproblems; identifying trends; determining
trainingsystem improvements and implementing change
The keyresponsibilities will include:
Resource should haveexperience of 4 years in client management & Customerservice environments
Resource should have good hold onoperational fundamentals
Processes operations tasks andactivities for clients with minimal supervision
Responsible for meeting quality quantity and timelinessdeadlines
Interacts with Team Leads and associates tomeet client needs in a timely manner. Works effectively asa
member of the team.
Adherence to proceduresand compliance
Updating and presentingweekly/monthly/Quarterly Business reviews and reports to theclients and the
management
Managingabsenteeism/ shrinkage.
Appraisal process for the TeamLeaders
Collate and validate various data points withrespect to the SLA and KPI of the process.
JobDescription
Service Delivery ManagerBengaluru
Understand and analyze the data to preparemeaningful weekly or monthly reports on theteams’
performance
Responsible forRCA and CAPA for any SLA miss
Experience in preparing& presenting business reviews to client & internalstakeholders
Skill to identify opportunities to improvein the existing process & bring value add to the existingsetup
Minimum Qualification:
4 years ofexperience as an Operations manager & have led a largeteam
Excellent communication & presentationskills
Expert in data analysis & providevaluable insights
Experience in grooming thesubordinates
Preferred Qualification:
knowledge of Profit & loss



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