iMerit - Senior Manager/Manager - Client Delivery Operations

About iMerit:

iMerit is a unique company which works in the fast paced cutting edge AI sector while achieving significant social transformation. Our work in Computer Vision and Machine Learning powers innovation in areas like autonomous vehicles, medical imaging, aerial imaging, AR/VR, e-commerce, conversational AI and financial technology. You can feel satisfied knowing each day that you helped the technology world while creating opportunity for thousands. We work on data for transformative technologies such as advancing cancer cell research, optimizing crop yields and training driverless cars to understand their environment. The company drives social and economic change by tapping into an under-resourced talent pool and creating digital inclusion. The team consists of 3000 full-time staff, with more than 50% being women.

The company has attracted $20 million in Series B funding led by CDC Group, the UK's leading publicly-owned impact investor. This investment, which also includes participation from existing investors, will be used to continue innovation for the company's proprietary AI platform that delivers 100% quality control and over 98% accuracy. The company's initial investors are Omidyar Network, Michael and Susan Dell Foundation, and Khosla Impact. For more information, visit: www.imerit.net.

iMerit offers a fast paced global business environment with a soul. We work hard, laugh a lot, and care deeply about the future of our fellow human beings. It shows in the culture - retention is over 90% and we have won several awards for inclusion, diversity and skill building.

Overview

iMerit is seeking a Client Delivery Manager to join iMerit's Delivery Team reporting to the Chief Delivery Officer

Key Responsibilities

- Work as a key member of the leadership team in supporting the operational, reporting, analytical and insight generation aspects of service delivery, aimed at generating exceptional client-value.

- Leverage people, process and technical expertise to identify opportunities for quality & process design improvement to support the three fundamental outcomes - Faster, Cheaper, Better while upholding the company's social impact mission.

- Promote a culture of quality customer service in the organization

- Initiate and develop partnerships with customers and customer success managers to define and evaluate service performance outcomes.

- Liaise with senior stakeholders in other functions on key dependencies and identify/create synergies for optimal client experience.

- Identify and incorporate the interests and needs of customers in business process design.

- Ensure that the organization's systems, processes, policies and programs respond to customer needs.

- Contribute to transformational agenda and support all Company growth initiatives, as applicable.

- Lead change, manage and escalate risks arising out of transition of new planning processes.

- Monitor operational risk across planning processes and escalate key risks to right forums.

Qualifications/Skills :

 
- Any Graduate / Post Graduate/ MBA

- PMP/Prince 2 certification

- Proven experience in building teams from scratch and growing individuals into leaders.

- Ability to keep your employees motivated, resolve conflicts and make hard decisions for your employees.

- Hands-on experience.

- Strong written and verbal communication skills; ability to communicate effectively with clients and cross-border colleagues.

- Ability to handle multiple competing priorities in a fast-paced environment.

- Adept at working with employees, customers and management often spinning multiple plates at once.

- Ability and experience to keep and maintain a budget.

Key Competencies/Experience :

- Experience of working on-site with local client teams or colleagues in a client-facing middle-management role for at least over a year.

- Passionate about technology, self-learner who keeps abreast with latest developments.

- Consistent high achiever marked by perseverance and a positive outlook in the face of challenges.

- Able to solve complex problems and successfully manage ambiguity and rapid change.

- Strong team-working ethos.

- Avid listener.

Salary offered: 14-16LPA