Service Delivery Manager - BPO

This role will serve as the single point of contact (“SPOC”) for the Client in the region and 1st level of escalation for resolving issues and problems. This role requires frequently interfacing with various teams primarily with Client Services, Lodgment Services, IT Services and Global Reporting Teams within GlobalView.

- Accountable for scheduling, organizing, preparing content for business review and service performance, presenting the content to the Payroll function personnel and, driving the Country Performance Review with individual country/entity in the region

- Work with Client and ADP on prioritization of deliverables and driving / monitoring ADP GlobalView’s service performance in the region to enable the Client as a “Net Promoter” and ensure it is sustained

- Pro-active, Own and Drive all action items agreed during the periodic governance meetings are resolved by regular follow-ups and timely escalations for the resolution including the responsibility of timely delivery of RCAs for the critical escalations and major incidents

- Identify opportunities for Key Continual Service Improvements Initiatives and Drive Client & GlobalView Teams for the timely implementation

- Ability to work with Critical Regional & Local Client Contacts in the region and drive results

- Ability to effectively prioritize deliveries and multi-tasking

- Very good communication skills to interface with multinational clients and internal users in the region

- Out of the box thinking, ability to negotiate, influence and drive towards win-wins

Contact at rajitha.profiles@gmail.com