Service Delivery Leader - US Banking - from Customer Service - Noida

Job Description

IEnergizer Noida Sec 60 is hiring. T he role is WFO and would involve night shifts as this is for an International US Banking - Customer Service / Front Office Looking for a SDL Operations with hardcore US Banking experience, should be from International US Banking (Preferable Customer Service / Front Office) background only. Required Experts with Sr. Manager & above levels. Interested Please share your resumes at sharandeep.kaur@ienergizer.com or reach out Sharandeep Kaur at 9266364422 JD - SDL - Operations - US BANKING - Blended Process. Managing delivery of international account. Delivery matrix and contractual SLA management. Ensure timely and accurate reporting of performance metrics and SLAs to the Management Day to day client management. Managing a span of 200+ FTs across multiple account. Lead all client and internal calls for the process, single point of contact. Responsible for deploying optimal workflow to deliver the desired delivery goals. Deploy and review proper Quality Control measures and Tollgates in process. Monitor and review trend analysis on dashboard/ MIS/ performance reports and recommend/ guide solutions and efficiency measures for further improvements. Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs. Direct workflow, training and other shared services for optimum functioning of account. Manage attrition and career planning of all employees within span of control. Grow account strategically to increase top line for the Organization. Manage and improve profitability of the account. Educational qualification- Must be a Graduate. Work experience - 12+ years of relevant experience. Should be from a BPO Background only and should have handled International US BANKING Campaigns. Special requirements Strong written and verbal communication & technical writing skills. Strong understanding of contracts and key BPO dynamics governing them. Strong customer service orientation and client management skills. Fundamentally a strong people manager. Should be able to guide a team to success. Highly organized with a proven track record of delivering to deadlines. Exceptional attention to detail and output oriented & work under pressure Excellent People Management & leadership qualities. 5 Days working from office + Rotational Shifts + NO CABS 12 - 25 Years BPO / Call Centre / ITES - International Process ONLY Noida