We
seek a suitably experienced, self driven and motivated Service
Delivery Manager to
manage key accounts.
Duties
and Responsibilities
- Manage
contents of SOW / SOP / SLAs for the various accounts and clearly
understands the deliverables for each account.
- Undertakes
daily reviews of operational and quality management processes to identify
gaps and areas of improvement.
- Carries
out weekly reviews with the various Operations staff to ensure is fully
aware of any challenges that are being encountered in meeting the SLAs and
tracks performance of each Account.
- Designs
and/or recommends appropriate process improvements for operations and
quality management for each account.
- Oversees
the implementation of these improvements and undertakes regular evaluation
of these improvements to assess improvement in operational effectiveness
and efficiency.
- Critically
analyses each account’s performance to interpret and identify trends;
identify areas of improvement and value add services.
- Prepares
and presents consolidated monthly operational performance reports and
recommends action plans for value add services to increase revenue
streams.
- Works
closely with the operations and quality team to proactively suggest areas
of improvement, and areas of possible increase in revenue streams for each
account.
- Prepares
and presents quarterly strategic reports for each account for internal and
client decision making purposes.
- Responsible
for strategic communication with the clients on Service Delivery and
Customer Satisfaction.
- Undertakes
regular client VOC to calibrate client expectations viz-a-viz Service
Delivery.
Experience
and Skills
- A
basic tertiary education of diploma/degree.
- Proficient
in MS Office Suite and data analysis tools.
- General
understanding of ICT Minimum of 2 years of management experience in
financial services, Data or telecommunications industry managing large
teams of not less than 50.
- Experience
in leading initiatives and business strategies internally to improve day
to day operations
- Captive
or contact center experience will be advantageous.
- Proven
experience in process improvement and quality management.
- Demonstrated
experience in handling multiple clients and managing expectations of all
stakeholders.
- Excellent
communication and presentation skills.
- Exceptional
customer service skills are mandatory.
- Demonstrated
ability to meet set performance targets, proven documented track record
(advantage if within a call centre environment).
- Excellent
coaching and feedback skills.
- Demonstrated
cost awareness & business savvy.
- Experience
in project management will have an added advantage.
Key
competencies and attributes:
- Target
and Results driven
- Excellent
leadership skills
- Strong
interpersonal skills
- Decision-making
skills
- Independent
thinking
- Excellent
verbal and written communication skills
- Exceptional
reporting and presentation skills
- Good
conceptual reasoning
- Solution
driven attitude
- Stress
tolerant and resilient
- Self-motivated
Initiative
- Ability
to assimilate new information quickly
- Flexible
and adaptable
- Team
player
- Proven
conflict management skills
- Reliable
and committed
- Good
negotiation skills