Service Delivery Manager - ITES/KPO/BPO

Service Delivery Manager

Work Experience :

- Minimum 12 years of experience in the ITES sector

- Minimum one year of experience in a managerial role in GSC

- (Must have experience in managing a span over 50)

- Graduate from a recognized university & relevant

- Well versed with the application of process improvement tools

- Related industry certifications preferred

- Prior work experience in UK/US Insurance domain

- Onsite transition experience

Primary Responsibilities :

- Drive & achieve productivity enhancements

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns

- Oversee migration & stabilization of new processes

- Periodically review process & regulatory requirements & ensure compliance

- Review FTE requirements, shift plans & capacity planning

- Initiate, Execute & Facilitate process improvement initiatives/projects

- Integrate domain knowledge & business understanding to create superior solutions for the client

- Must clear at least one certification a year

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes

- Manage client relationships and escalations