Service Delivery Manager

Gratitude Inc

654 Views

1 month ago

Service Delivery Manager

3-5 Year(s)

Manila (Pasig)

Job Description

Key Skills

Operations Manager bpo Financial Services College Graduate SLA / KPI Management

8 candidate(s) have already applied for this Job. Apply now

Non-Negotiables:

• College graduate
• At least 3 years’ experience as an Operations Manager in Financial Services BPO.
• Exposure to SLA/KPI management, account performance, and operational governance
• Experience with client, stakeholder, or business partner interactions
• Strong people leadership, accountability, and process improvement mindset
• Not a job hopper
• Must not be a present or former employee of CGI

Job Responsibilities

. Build a good relationship with key client staff.
. Successful service delivery through SLA achievement and high CSAP/OSAP scores.
. Monitor end-to-end performance of services
. Communicate effectively around issues and opportunities.
. Collaborate with senior management on client account management and growth.
. Ensure operations teams are aware and prepared of changes.
. Build service reports and sponsor service delivery meetings.
. Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.
. Remove all obstacles to customer satisfaction and / or financial performance.
. Communicate across organizational boundaries from all levels.
. Look out for client's and CGI's long-term interests
. Run service improvements if service delivery is not meeting client expectations.
. Work with the client and operations teams to proactively identify service improvement activities.
. Be accountable for and contribute to the overall performance of the project delivery.
. Follow best practices as defined in the CPMF.
. Create and maintain the project's Financial Status Reporting with high quality.

Pre-screening notes:
• How many years of experience you have as an Operations Manager in a Financial Services BPO?
• Do you have exposure to SLA/KPI Management or operational governance?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work Onsite in Pasig with a Night Shift Schedules?
• When are you available to start once hired?

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Gold Akachi

Recruiter - Gratitude Inc

NA, nigeria

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