Client Delivery Manager - Retiral Benefits - Consulting

Process and Client Management :

- Conducts on-going audit to ensure that all processes, documentation etc procedures are followed.

- Will be the escalation point of client contact. Interfaces with and manages client.

- Will manage large accounts and play an active role in supporting the Team Lead.

- Proactively / works with client to streamline process issues.

- Documentation update, Back up planning

- Drive Best Practice Sharing, actively get involved and support in New Projects / solutions

- Identifies possibilities of service expansion, fee increases with current clients; prepares proposals; negotiates to close.

- Leads and manages collections to reduce outstanding amount and DSO

- Annual Commercial negotiations / agreement / addendums in place and compliance

- Provide inputs for monthly billing, validate invoices, accountable for collections, support in TDS certificate collection drives

- Responsible for retaining existing client portfolio & support Org growth by taking additional mandates

- Responsible for Productivity targets, Client SLA compliance

- Support in Org wide drives eg. encourage colleague participation in surveys, CSR initiatives etc

- Ensure timely dashboard reviews with clients (monthly / qtly)

- Develop strong second lines, rotate talent, Talent development

People Management :

- Manages a team of 3 Team Leads and 20 - 25 Team Members. Manage large client pool, high client facing role ( define client size)

- Leads planning and prioritizing of service delivery, critical resource management, productivity, engagement, performance review and development initiatives

- Work closely with BD team to support sales

- Works closely with Technology group on new feature requirements, development, testing and roll out.

- Works closely with Technology group on resolving application / processing issues

- Ensures the work team delivers outputs as per SLAs

Role specifications

Formal Education/Certification - Minimum Graduate. Post graduate in Business management / Inter passed in CA/CS/CWA desirable.

Experience: Minimum 5+ years of experience of which 3 years should be people manager.

Domain Skills - Must have strong understanding of salary structures, awareness on Tax computation, employee benefits, tax rules and / or retiral benefits.

- Strong communication skills both Verbal and Writing,

Technical Skills :

- Training / certification in any quality methodology (like Six Sigma, Lean, and TQM etc) will be an added advantage

- Working knowledge of MS Office with expertise in - Excel- functionalities - Advance ( sorting/filtering/ V lookup/ Pivot functions)

Behavioral - Must have Good client facing and people management skills

- Should exhibit high customer sensitivity and service orientation

- Ability to identify problems / issues and come up with solutions.

- Project and contingency management skills.

- Presentation & Influencing skills

- Must have handled small teams min of 8-10 direct reportees

- Good Finance Acumen and Eye for Detail

- Adaptable, Knows the Big Picture.

Work Conditions:

- Work in general shift environment

- Participation in training sessions, internal assessments and team meetings.

- Occasional evening and weekend work to meet deadlines

Leadership Model specifications of the role

Deliver Distinctive Client Value Consulting Skills :

Client Knowledge :

Client Service : Forms insights based on client needs, own expertise, and capabilities; shares even if they differ from clients- point of view

Prepares for client work by familiarizing oneself with knowledge and experience relevant to the type of client and/or problem

Develops own and the team's expertise to effectively meet client needs by problem solving distinctive solutions

Develop Unmatched Teams Developing Self and Others :

Coaching and Recognition : Shares subject matter expertise freely with other team members; helps others to succeed

Asks for and offers others consistent positive and constructive feedback

Build Differentiated Capability Through Innovation Influence:

Expertise : Communicates complex thoughts clearly; understands unique contribution and contributes to innovative solutions

Generates new ideas and shares innovations; seeks to provide the best solutions through new knowledge and diagnosing client situations

Deliver Business Results With Excellence Systems and Processes :

Project Management : Understands and maximizes use of all applicable and relevant tools and processes

Plans, organizes and coordinates workload to ensure success; reprioritizes as necessary

Live Our Values Community :

Integrity :

Encourages volunteerism

Holds self and others accountable to ethical standards

Salary range - 10-14 LPA