Senior Delivery Manager

Mandaluyong, National Capital Region MICROGENESIS BUSINESS SYSTEMS

Posted today

Job Description

SERVICE DELIVERY MANAGER

Responsibilities

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and ensuring actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue between departments
• Supervising desktop management teams to facilitate continual improvements in the desktop environment
• Collaborating with technical design teams to set standards for software, hardware, and security
• Developing new strategies to increase profit and maintain quality of service

Qualifications and Skillsets

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL principles
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Proactive attitude
• Excellent verbal and written communication skills

Schedule:

• Day shift

Ability to commute/relocate:

• Mandalayung City: Reliably commute or planning to relocate before starting work (required)

Service Delivery Ops Associate Manager

Posted today

Job Description

• Ensure SLA’s and KPI’s are met
• Take full responsibility for the collections function reviewing metrics and reports to drive performance and efficiencies
• Management of the cash forecasting process
• Supervise, motivate and mentor staff within the team; set targets for Team Leaders and direct reports
• Ensure the agreed procedures are kept up to date and adhered to within the team
• Prepare management reports in line with Client and Accenture’s requirements
• Liaise with Accenture HR regarding recruitment, training, performance management, etc.
• Provide a liaison and review service for the client
• Be proactive and innovative with ideas to improve service/deliverables to the client
• Project manage initiatives involving procedures reengineering, transitions of work, etc.
• Accountability for Operational Excellence initiatives and metric tracking
• Manage the collections staff across all lines of business (Online and non-online)
• Manage day-to-day operations including 3 Team Leads and up to 20 people
• Graduate of a four-year business course; CPA or Accounting graduate an advantage
• Must have at least 10 years of experience in Finance and Accounting specifically in Collections
• Must have at least 3 years of experience as Collections Manager
• Working knowledge of an accounting ERP (e.g., Oracle, SAP) and MS Excel
• Prior voice collections experience, ideally business-to-business
• Reconciliations, respond to queries (voice and query capability)
• Strong communications skills; analytical and fact-based decision-maker
• Ability to identify issues and risks quickly and provide recommendations
• Experience in team interactions and facilitation
• Experience in Sales, Billing, Cash Application, Manage Contracts, Credit Management, Collections is an advantage

Talent Supply Chain (Bpo)

Posted today

Job Description

• The HR Recruitment Analyst will identify key talent needs to execute business strategy and develop plans to address customer needs
• Match supply to demand, close roles, manage scheduling issues and execute sourcing strategy across channels to optimize resource plans considering cost & availability
• Graduate of Bachelor’s Degree
• Must have 2 years of experience in Recruitment, Talent Acquisition or other HR related role
• Advanced knowledge in Microsoft Excel
• Has Stakeholder Management
• Amenable to work in Boni, Mandaluyong
• Mid Shift (1pm-10pm)

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