Senior Delivery Manager - Client Success - BPO

Service Delivery Manager (SDM) for a Key US Healthcare account. The team is at 35 at present and may grow beyond 100 in 12-15 months. The incumbent is expected to join team as a manager and work with client and existing team to grow the account.

Key Responsibilities :

I. Client Success :

1. Manage Key Client Metrics

a) Ensure Client KRAs met consistently.

b) Performance on the KRA improves on a periodic basis

c) Suggest changes in existing KRAs based on business understanding

2.Client Experience Management

a) Regular Interaction with Key Stakeholders

b) Manage Escalations and ensure internal systems are aligned to avoid such escalation in future

c) Maintain positive Net Promotor Scores

II. People Focus:

a) Design / Manage team structure to manage client and internal success

b) Guide existing leads and groom more leaders for future roles

c) Design and manage performance criteria for ensuring client and internal success

III. Leadership :

a) Identify gaps and improvement opportunities to enable Client and Internal Success

b) Quality of Decision - Is more right than wrong when guidance is not required/available

c) Execution Discipline- Commits to meet deadlines, can deal with an unstructured situation and break it into smaller components

d) Understand key industry macro trends and suggest necessary changes

Requirement:

- 8-12 years of experience with demonstrated success in assignments. At least 4 years of experience in MNC Services organization

- Has handled team size of at least 40 for more than 8 months

- Exposure to US Healthcare (payer or provider side) is an advantage

- Preference will be given to:

(a) Female Candidates

(b) Immediate Joiners or less than 30 days of notice period

Skills:

Communication Skills - Strong Communications Skills. Ability to communicate the idea in available time and space. A knack for aligning content and tone of the message to target audience. Written Communication including Ability to create meeting minutes, PPTs, and word docs and Spreadsheet as per requirement

Problem Solving Skills - Ability to work in unstructured environment, break bigger problems into smaller component and use resource at disposal to achieve larger objective

Planning and Organizing - Planning to meet an objective within timelines, plan resource, delegate and yet not lose control, Coordinate with different stakeholders

Learning Ability - Ability to take feedback and learn continuously.