Manager, Service Delivery, India - Bengaluru, India - ReSource Pro

Description

Job Description:
Manager, Service Delivery Manager, India

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 will be expected during this exciting and transformative time for the company - aunique opportunity for the right candidate.

Leading the Service Delivery team, managing conflicts, and ensuring the team's processes and tasks are carried outefficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget.

In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any otheroperations issues impacting the client.

Drive the teams to remediate problems and provide root cause analysis asneeded.

In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish andmaintain 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 orcompany level projects to realize corporate goals and strategies.

Principal Responsibilities:
ResponsibilitiesResponsibility Area (E.g. Budgeting & Planning, Team Management, etc.)Description (Do...... in order to/to

Talent InventoryManage and coach direct reports to be effective in both client management and peoplemanagement. Identify, develop and retain high-potential employees by providing effectiveleadership, coaching, training, and performance evaluation to team members and theirsupervisors.

Establish Delivery Processes:
A key part of the role of a service delivery manager is to establish and refine deliveryprocesses.

The goal of streamlining these processes is to ensure that each client gets the samegreat experience from the initial stage.

Client ServicesOversee 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 andbrand promises; Oversee on-boarding of new clients.

Supervise Staff:
Oversee the teams in different stages of the delivery process, even though you may not bethe direct line manager. Holds all the processes and employees within these teamsaccountable for carrying out the required tasks and providing great customer service

Business GrowthProactively seeks opportunities to improve client experience and drive businessgrowth. Support US-based business development functions effectively in acquiring newclients and developing existing clients. Ensure all department activities comply withinformation security policies.

Manage Customer Expectations:

This role involves assessing customer feedback and improving procedures accordingly toensure that great customer service is provided at all times.

You are required to evaluate acustomer's experience against a set of customer satisfaction goals and criteria. Conductresearch, when the scores fall below the threshold

Problem SolvingResolve high-impact client issues or new situations by analyzing root cause, identifying keysteps to form a plan, pulling resources and acquiring support from different departments andfunctions, executing and making necessary changes, and communicating effectively.

Managing ProjectsStay well informed of corporate goals and strategies; identify and lead the department,division, or company-level projects. Lead assigned cross-function or company-wide activitiesand projects.

Employee Engagement and BudgetManages staffing level and targeted activities to accommodate a healthy balance of employeeengagement, client satisfaction, and business development needs.

Manages priorities andbudgets to meet company, department, and team goals.

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending onbusiness needs.


Contact Scope:
Internal Contacts All HR & Corporate Services departmentsExternal Contacts Client contacts, all US departments


Minimum Qualifications:
Resource Pro Operational Solutions Pvt Ltd.

About Us:
Resource Pro brings to the insurance industry tools, technology, and strategic services that enable profitablegrowth through operations excellence.

Education Background

Major N/ADegree Bachelor

Licenses/Certificates N/A

Working Experience Minimum 15 years of experience, 7 years of management experience

Competencies, Skills andBehavior's

• Manages effective performance and develops staff
• Build effective team relationships
• Communicates effectively
• Demonstrates functional excellence
• Customer-centric

Headquartered in New York, ReSource Pro's global service centers address client operational needs around the clock.
Recognized as an industry thought leader and listed as one of Inc.

500/5000 Fastest Growing Private Companies annuallysince 2009.Over 8,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations,consistently achieving a 97% client retention rate for over a decade.

We help you execute your most complex business objectives with solutions designed to boost performance,productivity, and profitability.


ReSource Pro Global Achievements:
ISG Provider LensTM - Insurance BPO Services and Platform Solutions 2020ReSource Pro is placed as High in Product ChallengerEVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021ReSource Pro is identified as having a strong Market Impact in the list of Major Contenders


Shift Timings:
Regular Shift - 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PMReal-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM


Location:
2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru , India