WFH Service Delivery Manager

2 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

WFH Service Delivery Manager

Work from the comforts of your own home

This is a 100% permanent work from home position. We are looking for a Service Delivery Manager to handle client and staff relations and service delivery for assigned accounts. This role requires a proactive and empathetic leader who can effectively manage client and employee relations, ensuring high levels of satisfaction and performance.

Responsibilities:

  • Primary Contact: Serve as the main point of contact between clients and employees, ensuring seamless communication and relationship management.

  • Client Needs Assessment: Understand the needs of clients and develop strategic plans to meet those needs effectively.

  • Employee Support: Provide employees with information on counseling, benefits, and other available services and programs.

  • Training and Development: Create and conduct training programs for employees to enhance their skills and performance.

  • Feedback Analysis: Regularly collect and analyze employee feedback across all levels, revising people programs and policies to generate positive outcomes.

  • Cross-Department Collaboration: Work closely with other departments to develop strategies that satisfy both clients and employees with the company's services.

  • Issue Resolution: Investigate and resolve complex or critical client and employee relations issues in a timely and effective manner.

  • Regular Check-ins: Regularly check in with clients and employees to ensure their satisfaction with the company.

  • Concern Resolution: Address any concerns or issues raised by clients or employees and work towards resolving them promptly.

  • Record Maintenance: Maintain accurate records of discussions and correspondence with clients and employees.

  • Continuous Improvement: Participate in and/or lead projects focused on continuous improvement to enhance service delivery and employee satisfaction.

Qualifications:

  • Strong client orientation and a passion for delivering exceptional customer service.

  • Proven work experience in a supervisory role, with a strong emphasis on coaching, mentoring, and developing team members.

  • Ability to motivate teams and foster a culture of empowerment and collaboration.

  • Ability to anticipate and understand client and stakeholder needs and proactively take action to address them.

  • Excellent written and verbal communication skills in English.

  • Strong interpersonal skills, with the ability to build and maintain effective working relationships with clients, business partners, and stakeholders.

  • A team player with the ability to drive and motivate both self and others.

System Knowledge:

  • Intermediate Microsoft knowledge required: Excel, Word, Teams, Outlook

Benefits:

  • Full-time, long-term position

  • Paid leaves

  • HMO for employee and 1 dependent

  • Monday to Friday + Day Shift

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