Delivery Manager | Overall Securities Delivery Manager

Gratitude Inc

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3 days ago

Delivery Manager | Overall Securities Delivery Manager

10-15 Year(s)

Kolkata, Thane

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Job Description

Key Skills

Performance Management Stakeholder Management people Management Process Improvement client management Delivery Management Team Management, SLA Management

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Delivery Manager

Location: Kolkata / Thane
Experience: 10–15 Years

Education

B.Com / M.Com – Accounting & Finance
MBA – Finance
ICWA
CA

Job Summary

We are looking for an experienced Delivery Manager to manage client relationships, service delivery, operational performance, people management, infrastructure, and financial performance for a large-scale operation.

The candidate will be responsible for leading teams of up to 400 members, managing client-defined SLAs and internal metrics, driving continuous improvement, managing escalations, and ensuring operational, financial, and compliance objectives are achieved.

Key Responsibilities

Customer Management

Manage and strengthen client relationships.
Lead client meetings and discussions.
Govern, review, and manage client-defined SLAs and internal performance metrics.
Work closely with multiple client stakeholders to understand business requirements.
Take a proactive approach to planning and execution to meet customer expectations.
Develop and drive service improvements based on Root Cause Analysis (RCA), trends, and customer feedback.

Delivery Management

Analyze daily performance indicators and drive performance improvements.
Develop strategies to achieve consistent performance against agreed SLAs.
Drive continuous improvement initiatives.
Ensure appropriate staffing and maintain the future staffing pipeline.
Establish clear internal and external governance structures.
Lead periodic customer review discussions.
Provide leadership, guidance, and feedback on individual and team performance.
Maintain strong relationships with internal and external stakeholders.
Drive adherence to audit and compliance requirements.
Understand project costs, budgets, gross margins, revenue, and cost levers.
Own and manage P&L for the location.
Manage escalations and ensure timely resolution.

People Management

Lead a team of up to 400 team members across various roles.
Conduct performance evaluations at the location level.
Drive employee engagement, motivation, and retention initiatives.
Provide job-enrichment opportunities and create platforms for internal career growth.
Mentor and guide team members and leaders.

Infrastructure Management

Ensure software and hardware infrastructure remains operational for smooth business delivery.
Ensure availability of technical support during outages.
Maintain effective backup plans to minimize production impact.
Ensure effective seat utilization.
Collaborate with operations support functions to maintain smooth and efficient project operations.

Required Skills & Competencies

Customer Focus
Delivery Management
Strong Analytical Skills
Team Leadership
People Management
Client Relationship Management
SLA Management
Stakeholder Management
Performance Management
P&L Management
Escalation Management
Business Judgment
Continuous Improvement
Strong Communication & Presentation Skills
Relationship Building & Networking
Conflict Management
Coaching & Mentoring
Strong Execution Skills
Governance & Compliance
Problem Solving
Ability to manage multiple priorities and deadlines
Ability to work effectively in ambiguous and changing environments
Strong interpersonal and facilitation skills

Key Leadership Expectations

Drive operational excellence and consistent service delivery.
Build strong customer and stakeholder relationships.
Ensure accountability across teams.
Identify business improvement and growth opportunities.
Drive performance against SLAs and business objectives.
Maintain a culture of engagement, ownership, and continuous improvement.
Demonstrate flexibility and willingness to work across available shifts.

Eligibility & Other Requirements

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.
Candidate should be willing to work from Kolkata or Thane.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

Banking / Financial Services

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