Service Delivery Manager
Women candidates preferred
Confidential Job Posting
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Service Delivery Manager
Location : Chennai/Bangalore
Experience : 16+ years
Skills Description:
- E2E O2C process knowledge
- 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
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