Senior Manager - Cluster Service Delivery

Cluster Service Delivery Manager

Role : Service Delivery

Designation : Sr Manager

Shift : US Shift ( 5 pm to 2 am)

Region of Support : North America

Team Handling : Yes

CTC (Max) : 22 Lacs.

Key Responsibilities :

- Responsible to lead the Ongoing Delivery of Services

- Manage service delivery as per front office Customer Service Manager's Scorecards

- Manage Business Partners and stakeholders

- Manage capacity and contingency situations across your team

- Build & enable a strong One-Team Customer Service Organization for your respective Clusters/Countries

- Enhance the End-Customer Satisfaction while managing cost of service delivery

- Deploying Process excellence in stages

- Facilitate sharing and implementation of best practices

- Deploy and demonstrate the company's values based leadership

- Accountable to Motivate, coach and empower staff

- Previous Front Line Customer Service Experience Preferred

- Ability to lead, motivate and engage a diverse and large work force

- Strong leadership style including ability to engage and influence multiple stakeholders

- Continuous improvement mindset

- Strong communication skills ensuring clear, direct and appropriate communication at multiple organizational levels

- Highly result oriented, ready to take challenges and able to work under pressure to meet deadlines

- Strong change management skills, envisioning and overcoming obstacles while ensuring benefits are realized

Candidate must be based in Chennai

Must be flexible in shift