Service Delivery Manager - Operations

Skywings Advisors Private Limited

Primary Responsibilities:

Process Management & Improvement -

1) Drive & achieve productivity enhancements

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

3) Oversee migration & stabilization of new processes

4) Periodically review process & regulatory requirements & ensure compliance

5) Review FTE requirements, shift plans & capacity planning

6) Initiate, Execute & Facilitate process improvement initiatives/projects

7) Integrate domain knowledge & business understanding to create superior solutions for the client 8) Must clear at least one certification a year

People Management -

1) Conduct regular meetings with team leaders & resolve concerns

2) Conduct skip level meetings with team members & resolve escalations

3) Own rewards & recognition schemes for assigned processes/teams

4) Oversee L&D trainings for self & team leaders

5) Oversee staff domain certifications

6) Ensure completion of process certifications by all staff (Team leads & associate ) within predefined timelines

7) Liaise with recruitment team for recruiting new team members

8) Identify & facilitate movements within the division for team leads

Customer Service & SLA Delivery -

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

2) Manage client relationships and escalations

3) Strategic Initiatives

4) Explore opportunities to move processes to the GSC satellite office

5) Participate in special projects/organization wide initiatives

• Experience 10++ years . 5 + yrs in people management

• Mandate experience in Claims

• Should be ok with US shifts.

• Experience

  6 - 12 Years

• No. of Openings

  1

• Education

  Any Bachelor Degree

• Role

  Service Delivery Manager

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office