Assistant Manager, Service Delivery

III. Principal Responsibilities

Responsibilities

Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)

Description (Do in order to/to )

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.

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

Manages for effective performance and develop staff

Builds effective team relationships

Communicates effectively

Demonstrates functional excellence

Customer centric

Licenses/Certificates

N/A

Contact Scope

• Internal Contacts All HR & Corporate Services departments
• External Contacts Client contacts, all US departments