Senior Service Delivery Manager

4 days ago

Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱1,500,000 - ₱2,500,000 per year
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Partnering with Business Development to leverage and expand new business from client(s)
  • Maintain and grow revenue of program(s); responsible for profitability, including revenue, margins, billing, seat utilization, and retention
  • Produce solid and effective strategies based on accurate and meaningful data reports and analysis, and/or keen observations that would impact the bottom line.
  • Provide leadership and guidance to direct reports to ensure consistent administration of the company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
  • Have a thorough understanding of the various system tools and operational procedures utilized within the program.
  • Collaborate with stakeholders regularly for changes on promotions and updates; and
  • Conduct all defined and required process compliance and adherence to all team members, partners, and third-party providers.
  • Conduct regular one-on-ones with direct reports to review individual and team performance and offer ongoing developmental support
  • Host Business reviews regularly, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), and ensure that customer, operational, and capacity requirements are addressed
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
  • Participate in cross-functional meetings to review information received from operational support
  • functions - Training, HR, Quality, WFM, Recruitment, and partner to define action plans that resolve
  • issues and drive continuous improvement
  • Create a positive work environment through employee engagement; resolve employee relations issues in a professional and timely manner

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