Job Description

job detailsDelivery ManagerPunePrimary roles and responsibilities:

• The person is responsible for managing end to end operational service delivery for Financial Shared Service Centre.
• Ability to manage all transitioned in-scope activities within pre-defined SLAs.
• Lead strategic decisions in the process to achieve excellence and contribute to organizational goal.
• Strategic thinking for the team and the organization. Visionary thinker who can deliver strategic projects for the process/ organization. -
• Delivering efficiency by meeting process KPIs.
• Understand & implement various policies of the organization and build a culture of customer excellence and compliance around them.
• Ensure services meet or exceed standards and pre-defined SLA\'s. - Help build escalation points/helpdesk for the end customer to escalate issues.
• Identifying risks/challenges and developing mitigation plans to ensure smooth and seamless operation.
• Drives continual improvement projects within process to ensure better efficiencies.
• Ensure Business continuity plans are always tested for service and critical services are always delivered as agreed with customer.
• Responsible for day-to-day service delivery. Stakeholder Management: - Understand the stakeholders- priorities and act upon them.
• Proactive communication and connect with the stakeholders on process updates, risks, challenges & highlights. - Managing stakeholder visits effectively. People/ Resource Management:
• Manage and conduct where necessary the recruitment, training, standardization and performance evaluation of executives, Team Leaders and Assistant Managers. - Performance management of the team.
• Ensure the process meets all the requirements of standards (internal & external) implemented in the organization and get them audited at regular intervals.
• Undertake study of industry best practices related to similar processes and embed them in the process/ organization.
• Ensure all complaints and feedbacks are addressed within reasonable time and impact is measured for process and business at regular intervals.
• Provide monthly executive reports on the performance of the process.
• To ensure right level of information is shared with the right stakeholders at the right time. This includes creation of dashboards, presentations, process reports and reports for stakeholders.
• Manage and conduct where necessary the recruitment, training, standardization and performance evaluation of executives, Team Leaders and Assistant Managers. Performance management of the team. Drive initiatives in the process to manage attrition effectively. Embedding employee engagement and motivation initiatives in the process.

Skillsets & Qualifications:

• 12 to 15 years of experience in BPO - F&A industry with at least 5 years of large team management. At least 1-2 transitions managed.
• Strong written, oral and presentation skills; effective communicator at all levels of the organization (including ability to speak in front of group audiences). Proficient in active communication and solid interpersonal skills; ability to influence others
• Resilient, energetic, and enthusiastic, flexible, adaptable, responds rapidly to change. Builds appropriate, constructive, and effective business relationships throughout the organization; uses diplomacy and tact; is approachable; communicates clearly, accurately, and consistently both verbally and in written matters

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Randstad