Senior Delivery Manager

Mandaluyong, National Capital Region MICROGENESIS BUSINESS SYSTEMS

Posted today

Service Delivery Manager

DUTIES AND 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 seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the 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 exchange 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
• Develop new strategies to increase profit and maintain quality of service

• 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 (Information Technology Infrastructure Library) 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
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

Schedule: Day shift

Location: Mandaluyong City, Philippines (Relocation/Relocation planning may be required)

Service Delivery Ops Associate Manager

Posted today

Job Description

• Ensure SLAs and KPIs 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, setting targets for Team Leaders and direct reports
• Ensure the agreed procedures are kept up to date and adhered to within the team
• Responsible for the preparation of management reports in line with Client and Accenture’s requirements
• Liaise with Accenture HR in relation to 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 where required that could involve 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 of the team which includes 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
• Has working knowledge of an accounting ERP (i.e. Oracle, SAP, etc.) and MS Excel
• Must have 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 quickly identify issues and risks and provide recommendations
• Must have experience in team interactions and facilitation
• Experience in any of the following skills is an advantage: Sales, Billing, Cash Application, Manage Contracts, Credit Management, Collections

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 proactively address the needs of the customer. Match supply to the demand, close roles, manage scheduling issues & execute sourcing strategy across one or more channels to optimize resource plans considering cost & availability of resources.
• Graduate of Bachelor’s Degree
• Must have 2 years of experience in Recruitment, Talent Acquisition or other HR Related role
• Has Advanced knowledge in Microsoft Excel
• Has Stakeholder Management
• Amenable to work in Boni, Mandaluyong
• Mid Shift (1pm-10pm)

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