Gratitude India

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Delivery Manager

10 - 15 year(s)

India - Thane . Kolkata

16 - 17 Thousand p.m

Job Description

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Role: Customer Delivery Manager

Timings: Rotational Shifts (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Voice

Key Skills:

Customer Service Manager
Delivery Management
people management skills

Role/Skill: Delivery Manager
Location: Kolkata / Thane
Experience: 10-15 Years
Band: BPO 4/5
Salary: up to 17 LPA

Education
Accounting & Finance - B.Com/ M.Com, MBA - Finance, ICWA, CA

Job Requirement
Customer Management
Manage Client relationships. Lead Client meetings and discussions - Govern, Review, drive and manage Client defined SLAs and internal metrics.
Work closely with multiple Client Stakeholders to understand various business requirements
Pro-active approach towards planning and execution to meet customer's expectations
Develop and drive service improvements based on RCA’s, trends and customer inputs

Delivery Management
Analyze daily performance indicators, encourage awareness and drive performance improvements
Drive strategies towards consistent performance as per agreed SLAs and continuous improvement
Ensure appropriate Staffing and future pipeline
Establish clear internal and external governance structure
Front end customer and lead periodic review discussions
Provide leadership, guidance and feedback on individual and team performance
Maintain strong relationships with internal / external stakeholders and address business needs effectively
Drive adherence to audits and compliance requirements
Understand project cost and budget gross margin, revenue and cost levers. LeadP&L for the location.
Manage Escalation and resolution handling

People Management
Lead a team of upto 400 team members across various roles
Performance evaluations of the team at location level
Employee engagement, motivation and People Retention activities
Provide Job-enrichment opportunities and create platform for internal growth

Infrastructure Management
Ensure up and running software and hardware infrastructure for smooth operations
Ensure availability of Tech-support in case of outages and back-up plan to keep production impact at minimum
Effective seat utilization
Working in collaboration with various operations support functions to ensure a green project

Skills
Customer focus, Drive for results in a team and ability to take ownership
Strong analytical skills
Flair and ability to evaluate business opportunities and make sound business judgements
Relationship building and networking skills
Strong communication and presentation skills
Ability to complete a assignment/ job within stipulated timeline
Flair for comprehending the finance documents
Strong Team player, ability to manage conflicts
Ability to mentor and guide teams.
Strong execution skills with focus on clear, realistic action steps and timelines
Good facilitation skills, strong verbal and written communication
Ability to work effectively in ambiguity, shifting priorities and multiple deadlines
Possess excellent interpersonal skills, open to all available shifts

PAN and DOB are required for profile creation
Please Apply using this Link https://www.myglit.com/lateral/cref/807977b7e6

Note: Gratitude 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@gratitudeindia.com.

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Tolulope Edun

Recruiter - Gratitude India

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Thane ,

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