Service Delivery Manager

Service Delivery Manager

Roles and Responsibilities:

Process Management & Improvement:

• Drive and achieve

  productivity enhancements

  .
• Own weekly/monthly management reports, highlighting relevant gaps and concerns.
• Oversee the migration and stabilization of new processes.
• Periodically review process and regulatory requirements, ensuring compliance.
• Review FTE (Full-Time Equivalent) requirements, shift plans, and capacity planning.
• Initiate, execute, and facilitate

  process improvement initiatives/projects

  .
• Integrate domain knowledge and business understanding to create superior solutions for the client.
• Must clear at least one certification a year.

People Management:

• Conduct regular meetings with team leaders and resolve concerns.
• Conduct skip-level meetings with team members and resolve escalations.
• Own rewards and recognition schemes for assigned processes/teams.
• Oversee L&D (Learning & Development) trainings for self and team leaders.
• Oversee staff domain certifications.
• Ensure completion of process certifications by all staff (Team leads & associate) within predefined timelines.
• Liaise with the recruitment team for recruiting new team members.
• Identify and facilitate movements within the division for team leads.

Customer Service & SLA Delivery:

• Drive on-time, accurate, and quality service delivery within agreed upon

  SLAs (Service Level Agreements)

  for assigned processes.
• Manage client relationships and escalations effectively.

Strategic Initiatives:

• Explore opportunities to move processes to the GSC (Global Service Center) satellite office.
• Participate in special projects/organization-wide initiatives.

QUALIFICATIONS:

• Post-graduation in any discipline (Master's Degree).