Assistant Manager, Service Delivery, India

Role & responsibilities

I. Purpose of the Position

ReSource Pro is a fast growing company, recognized by Inc.500|5000, Fastest Growing Private Companies: 2009-2014 and IAOP Global 100: 2009-2015. Our growth is accelerating, with a goal to expand from 3,000 to 5,000 employees in 5 years across our delivery centers in China, India and the US.

As a recognized leader providing innovated and integrated solutions to the insurance industry, we are in the process of transforming into a world-class service organization and well on our way. And that's why this role is so important to our organization.

In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate.

In this role, you will lead and supervise Service Delivery Team Leaders/ Client Specialist and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies.

II. Principal Responsibilities

Talent Inventory

Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

Client Services

Oversee the daily operations of each client teams to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationship; execute company-wide client related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.

Business Growth

Proactively seeks opportunity to improve client experience and drive business growth. Support US based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.

Problem Solving

Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

Managing Projects

Stay well informed of corporate goals and strategies; identify and lead department, division or company level projects. Lead assigned cross-function or company-wide activities and projects.

Employee Engagement and Budget

Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs. Manages priorities and budgets to meet company, department and team goals.

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs

III. Contact Scope

Internal Contacts - All HR & Corporate Services departments

External Contacts - Client contacts, all US departments

Preferred candidate profile

IV. Minimum Qualifications

Experience : Minimum 9 years experience, 3-5 years management experience

Education Background : Bachelor Degree (Major)

Skills : Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition, Shrinkage and Capacity Planning

Competencies and Behaviors : 1. Manages for effective performance and develop staff

2. Builds effective team relationships

3. Communicates effectively

4. Demonstrates functional excellence

5. Customer centric

Licenses/Certificates : N/A