Manager, Service Delivery

Resource Pro; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

ReSource Pro is seeking a Manager, Service Delivery in Bangalore, India. You will lead and mentor delivery teams, coordinate client interactions, and drive process improvements while ensuring service quality and timely incident resolution.

The role demands extensive leadership in a fast-paced environment, with a focus on delivering client satisfaction, optimizing operations, and guiding cross-functional projects to meet strategic goals.

Qualifications

• Minimum Qualifications: Graduation (Major N/A).

Responsibilities

• Lead and manage internal delivery teams to review incidents, problems, and operations issues impacting the client.
• Supervise Service Delivery Supervisors and client teams to establish and maintain a motivated workforce.
• Identify and lead department, division or company level projects to realize corporate goals and strategies.
• Oversee daily operations to ensure client satisfaction, work quality and efficiency.

Skills

Manages for effective performance

Build effective team relationships

Communicates effectively

Demonstrates functional excellence

Customer centric

Education

Graduation

Job description

Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out

efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget.

Working Experience Minimum 12 years experience,3 years of management experience

Job Description: Manager

Job Title:

Manager, Service Delivery, India

Working Experience:

Minimum 12 years experience, 1 + years of experience as an Manager.

Department:

Service Delivery Unit

Location:

Bangalore, India

Purpose of the Position:

• • In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate.
• • In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed.
• • In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce.
• • Identify and lead the department, division or company level projects to realize corporate goals and strategies.

Oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met.

Principal Responsibilities:

• • Talent Inventory: Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.
• • Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.
• • Business Growth: Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.
• • Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.
• • Managing Projects: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects.
• • Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals.

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs.

Contact Scope:

Contact - HR Sakshi

Email [e-mail]

Minimum Qualifications:

Graduation

Major N/A

Competencies, Skills and Behaviors:

• • Manages for effective performance and develop staff
• • Build effective team relationships
• • Communicates effectively
• • Demonstrates functional excellence
• • Customer centric

ReSource Pro Operational Solutions Pvt Ltd.

About Us:

ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence.

Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock.

Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.

Over 8,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations, consistently achieving a 97% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability

ReSource Pro Global Achievements:

• ISG Provider Lens - Insurance BPO Services and Platform Solutions 2020
• ReSource Pro is placed as High in Product Challenger
• EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021
• ReSource Pro is identified as having a strong Market Impact in the list of Major Contenders

Shift Timings:

Regular Shift - 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM

Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM

Location:

2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045,

India

ReSource Pro is a fast growing company, recognized by Inc.500|5000, Fastest Growing Private Companies: 2009-2014 and IAOP Global 100: 2009-2015. Our growth is accelerating, with a goal to expand from 3,000 to 5,000 employees in 5 years across our delivery centers in China, India and the US.

As a recognized leader providing innovated and integrated solutions to the insurance industry, we are in the process of transforming into a world-class service organization and well on our way. And thats why this role is so important to our organization.

In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate.

In this role, you will lead and supervise Service Delivery Team Leaders/ Client Specialist and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies.