13 - 20 years
10 - 20 Lacs
Posted:2 days ago|
Platform:
Work from Office
Full Time
- US Healthcare
- US Mortgage
- US Insurance
- US Process
- International BPO Operation Non-voice process.
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.
Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)
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.
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.
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.
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.
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.
Conduct research, when the scores fall below the threshold.
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.
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.
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.
External Contacts Client contacts, all US departments
ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence.
Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.
We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability.
2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India
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