Assistant Manager - Service Delivery Unit

Job Description: Assistant Manager

Report to : Operations manager

Department: Service Delivery Unit

Location: Bangalore, India

Contact Scope: Mentioned Below

[WE ONLY CONSIDER ASSISTANT MANAGER PROFILES AND NOT TEAM LEADERS,

THOSE WHO HAVE TAKEN THE INTERVIEW THEY SHALL COMPLETE THE COOLING PERIOD OF ONE YEAR]

[MINIMUM 8 YEARS OF EXPERIENCE AND SHOULD WORK AS ASSISTANT MANAGER FOR ATLEAST ONE YEAR]

Roles and responsibilities:

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 teams processes and tasks are carried out efficiently. Managing finances and budget.
• 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.
• 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.

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:

HR Karthik - 9008042208

Email ID - Karthik_Venkat@resourcepro.in

Internal Contacts: Team members within the client team, Supervisor

External Contacts: Client contacts

Minimum Qualifications:

• Education Background: Major N/A, Degree Bachelor, Licenses/Certificates N/A
• Working Experience: Minimum 8 years experience, 3 years management experience

Some of the mandatory skill sets required:

• Operations / Process / Transition Management
• Client Focus
• Coaching and Training
• SOP Creation and management
• Quality - Auditing, Planning, Target Setting
• Interpersonal Communication
• Capacity Planning
• Employee Retention
• Team Performance

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

Contact Scope:

HR Karthik - 9008042208

Email ID - Karthik_Venkat@resourcepro.in

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