Manager, Service Delivery, India

Job Title Manager, Service Delivery,

India Report to -Director, Service Delivery,

India

Department Service Delivery Unit Location Bangalore, India

Purpose of the Position:

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.

Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out

efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget.

In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other

operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as

needed.

In this role, you will lead and supervise Service Delivery Supervisors 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 the department, division or

company level projects to realize corporate goals and strategies.

Principal Responsibilities:

Responsibilities

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

Description (Do in order to/to )

Percentage

of Time

(%)

1

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.

Establish Delivery Processes:

A key part of the role of a service delivery manager is to establish and refine delivery

processes. The goal of streamlining these processes is to ensure that each client gets the same

great experience from the initial stage.

2

Client Services

Oversee the daily operations of each client team to ensure client satisfaction; manage email,

phone or, in-person interactions with clients to maintain and enhance client relationships;

execute company-wide client-related programs to ensure consistent service delivery and

brand promises; Oversee on-boarding of new clients.

Supervise Staff:

Oversee the teams in different stages of the delivery process, even though you may not be

the direct line manager. Holds all the processes and employees within these teams

accountable for carrying out the required tasks and providing great customer service

3

Business Growth

Proactively seeks opportunities 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.

Manage Customer Expectations:

This role involves assessing customer feedback and improving procedures accordingly to

ensure that great customer service is provided at all times. You are required to evaluate a

customers experience against a set of customer satisfaction goals and criteria. Conduct

research, when the scores fall below the threshold

4

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.

5

Managing Projects

Stay well informed of corporate goals and strategies; identify and lead the department,

division, or company-level projects. Lead assigned cross-function or company-wide activities

and projects.

6

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.

Contact Scope:

Internal Contacts All HR & Corporate Services departments

External Contacts Client contacts, all US departments

Minimum Qualifications:

ReSource Pro Operational Solutions Pvt Ltd.

About Us: ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable

growth through operations excellence.

Education Background

Major N/A

Degree Bachelor

Licenses/Certificates N/A

Working Experience Minimum 15 years of experience, 7 years of management experience

Competencies, Skills and

Behaviors

• Manages effective performance and develops staff

• Build effective team relationships

• Communicates effectively

• Demonstrates functional excellence

• Customer-centric

Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock.

Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually

since 2009.

Over 8,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations,

consistently achieving a 97% client retention rate for over a decade.

We help you execute your most complex business objectives with solutions designed to boost performance,

productivity, and profitability.

ReSource Pro Global Achievements:

ISG Provider Lens - Insurance BPO Services and Platform Solutions 2020

ReSource Pro is placed as High in Product Challenger

EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021

ReSource Pro is identified as having a strong Market Impact in the list of Major Contenders

Shift Timings:

Regular Shift - 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM

Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM

Location:

2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India

Email ID - varshitha_devaraj@resourcepro.in