Manager Service Delivery - Non IT Candidates only

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

Service Delivery team,

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.

Domain Looking for:

US Insurance

US Mortgage

US Healthcare

International Banking Operations/BFSI

International BPO Non - Voice Process

Responsibilities:

Manage service delivery: SLA, capacity planning, escalations, client onboarding, process improvement & enhancement.

Oversee people management: recruitment, training, performance evaluation.

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

Talent Inventory

Client Services

Business Growth

Problem Solving

Multiple Managing Projects

Employee Engagement & Budgeting

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

Skills:

Builds effective team relationships

Communicates effectively

Demonstrates functional excellence

Customer centric

Minimum Qualifications On Paper Experience is Mandatory for all the roles mentioned below,

Experience for Operations Manager Minimum 12 years experience, 5-7 years people management experience.

Experience for Sr. Operations Manager Minimum 15+ years experience, 7-10 years people management experience.

Education Background Bachelor Degree (Major) Graduates Only.

Licenses/Certificates N/A Employee Value Proposition:

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