Service Delivery Manager / Operations Manager

Resource Pro; Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A leading insurance operational solutions provider in India is seeking a Service Delivery Manager to oversee the delivery team and enhance client satisfaction. The ideal candidate will have over 15 years of experience, including 7 in management roles, and be skilled in client relationship management. The role involves establishing delivery processes, managing staff performance, and driving business growth while ensuring service excellence. This position offers a dynamic work environment and opportunities for professional development.

Qualifications

• 15 years of working experience with at least 7 in management.
• Strong communication skills and ability to build relationships.
• Customer-centric approach with a focus on performance.

Responsibilities

• Lead the Service Delivery team to manage conflicts effectively.
• Establish and refine delivery processes to improve client experience.
• Proactively seek opportunities to drive business growth.
• Manage project activities to align with corporate goals.
• Evaluate customer feedback for service improvement.

Skills

People management

Client relationship management

Problem-solving

Leadership

Performance evaluation

Education

Bachelor's degree

Job description

Overview

Job Description: Manager, Service Delivery Manager, India

Job Title - Manager, Service Delivery

India Report to - Director, Service Delivery, India

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. Leading the Service Delivery team, managing conflicts, and ensuring the team\'s processes and tasks are carried out efficiently. Hone and lead the improvement team for delivery infrastructure. Managing finances and budget. 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; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies.

Principal Responsibilities

1) 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.

Establish Delivery Processes:

• A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage.

2) 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.

Supervise Staff:

• Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service.

3) 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.

Manage Customer Expectations:

• This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customer\'s experience against a set of customer satisfaction goals and criteria. Conduct research when scores fall below the threshold.

4) 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.

5) Managing Projects

• Stay well informed of corporate goals and strategies; identify and lead department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects.

6) 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 | 8904593038 | Call & WhatsApp

Email - [e-mail]

Internal Contacts All HR & Corporate Services departments

External Contacts Client contacts, all US departments

Minimum Qualifications

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.

Education Background

Major N/A

Degree Bachelor

Licenses/Certificates N/A

Working Experience Minimum 15 years of experience, 7 years of management experience

Competencies, Skills and Behaviors

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

About Us (continued)

ReSource Pro is headquartered in New York. Our 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 9,000+ ReSource Pro employees provide dedicated support to more than 1,000+ 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.

Shift Timings

Regular Shift - 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

Contact

Email - [e-mail]