Service Delivery Manager

2 days ago

Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱500,000 - ₱1,000,000 per year
  • To manage a team/s with a Head Count of 100 to 150 FTE and accounts/clients not exceeding 20. This includes GL client and staff.
  • Assist the SSDM/HOD in establishing, managing, measuring, and driving KPIs (Key Performance Indicators) and SLA (service level agreement) across all accounts and teams.
  • Assist the SSDM/HOD with plans, procedures, activities, and in identifying process improvement opportunities.
  • Manage multiple teams across e-commerce, customer service, back-office support business model
  • To be able to work with Work Force Manager/RTA for various accounts in their scheduling needs.
  • Champion Process Excellence by initiating projects that will help the account or company in terms of Process Documentation (SOPs) and Key Customer Related Processes (KCRP)
  • Mentor and train the Group Leader for the next level of position
  • Learn and demonstrate keen interest in the client's business and processes to ensure quality and help the business grow
  • Monitor transactions for voice and non-voice to ensure quality
  • Conduct final operations interview for staff and Group Leader
  • Conduct training as necessary
  • Regularly reports performance on a daily, weekly, monthly, quarterly, and annual basis to Internal and External stakeholders
  • Regularly conducts consultation meetings with the client regarding the account and performance
  • Conducts regular coaching: monthly for Group Leaders and Team Leaders
  • Conducts annual performance review of direct reports
  • Enrolls GL and TL under PIP (Performance Improvement Plan) as needed
  • Updates superioros & management for any client issues and recommends solutions/action plans
  • Tracks client escalation and swiftly responds to address concerns
  • Presents to the client, weekly, monthly, quarterly, and business reviews
  • To perform tasks as deemed by management.

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