Service Delivery Manager
3 days ago
Key Responsibilities
Manage daily operations for Customer Service and Accounting teams.
Ensure KPIs/SLA targets are met.
Maintain reporting systems to track performance.
Act as primary contact for all service delivery matters.
Hold regular client meetings to review performance and gather feedback.
Address issues promptly with internal teams.
Work with Team Leaders to optimize workflows and manage escalations.
Support resource planning, recruitment, and onboarding when needed.
Monitor service quality and policy compliance.
Identify process gaps and lead improvement initiatives.
Support Operations Director with planning and execution.
Provide insights and reports to enhance overall service performance.
Qualifications
Bachelor's degree in Business, Operations, Accounting, or related field.
5+ years in BPO/outsourcing, including 2+ years in a managerial/supervisory role.
Experience in customer service and/or accounting operations is a strong advantage.
Strong understanding of SLAs, KPIs, and operational reporting.
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