Senior Service Delivery Manager

Job Title- Service Delivery Manager

Exp- 10+Years

Job Summary

The Service Delivery Manager - Ops is responsible for overseeing and optimizing customer service management processes within the Workers Compensation domain. This role requires a deep understanding of policy administration new business and claims processes. The candidate will work in a hybrid model with rotational shifts ensuring seamless service delivery and customer satisfaction.

Responsibilities

• Oversee the end-to-end service delivery process to ensure customer satisfaction and operational efficiency in the Workers Compensation domain.

• Implement and optimize customer service management strategies to enhance service quality and responsiveness.

• Coordinate with cross-functional teams to ensure seamless integration of policy administration new business and claims processes.

• Monitor and analyze service delivery metrics to identify areas for improvement and implement corrective actions.

• Develop and maintain strong relationships with stakeholders to ensure alignment with business objectives and customer needs.

• Ensure compliance with industry standards and regulations in all aspects of service delivery.

• Lead initiatives to improve service delivery processes and reduce operational costs.

• Provide guidance and support to team members to enhance their skills and performance.

• Collaborate with IT teams to leverage technology solutions for improved service delivery.

• Manage and resolve escalated customer issues to ensure timely and satisfactory resolution.

• Conduct regular reviews of service delivery processes to identify opportunities for innovation and improvement.

• Prepare and present reports on service delivery performance to senior management.

• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications

• • Possess a minimum of 10 years of experience in customer service management within the Workers Compensation domain.

• Demonstrate expertise in policy administration new business and claims processes.

• Exhibit strong analytical and problem-solving skills to identify and address service delivery challenges.

• Show proficiency in using technology solutions to enhance service delivery processes.

• Display excellent communication and interpersonal skills to build strong stakeholder relationships.