Service Delivery Manager

Title: Service Delivery Manager

Location: Chennai

Experience: 14+ years

Roles & Responsibilities:

- E2E O2C process knowledge - Expert in managing collections team

- Responsible for the oversight and process management of the team

- Support and provide direction to near-shore and off-shore teams

- Manage and meeting performance targets for average handle time, quality and customer satisfaction

- Liaison for LOB Team Leads, Clients team, other parties to gather information and resolve issues

- Provide leadership and guidance to assigned team leads to ensure the team develops and attains critical and key performance indicators and metrics in a BPO environment

- Monitor both Lead and agent progress against internal and external objectives

- Review statistics and performance levels reports on a daily basis and mitigate deficits

- Review client requests and participation in preparing responses to including designing new processes, documenting agent processes, and estimating anticipated effort

- Establishing and maintaining a positive client relationship

- Working across the organization in a collaborative manner to ensure team, project and client success

- Act as SME; Develop insights and deliver client business impact in terms of revenue increase, operation cost reduction, working capital reduction etc.

- Develop roadmaps and establish KPIs to manage performance and communicate results on client account

- Collaborate across multiple stakeholders: business leaders, delivery leads, account management, operational excellence teams for service delivery, capability showcase and new business development

- Manage client stakeholders and understand their business problem or analytical requirements

Skills Requirement / Certification:

- Exceptional leadership skills, including the ability to manage through a shared vision and path to success

- Experience in a business process outsourcing environment

- Ability to create, communicate and manage to internal goals and metrics that support operational targets

- Excellent problem solving skills and ability to use good judgment to make decisions

- Possess exceptional people skills enabling effective interaction with internal, external customers, employees, peers, and management in various geographic locations

- Strong time management and organizational skills needed

- 5-10 years Operations management experience