Service Delivery Manager - Social Media Client

ITCAN Pte Ltd| Date Posted: 22-Oct-2019
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Job Nature:
Permanent
Position Level:
Experienced
Qualification:
Diploma, Bachelor's / Honours, Masters / PhD

Job Description

  • Excellent Client Management skills and meet all SLA’s/KPI’s and need to come up with a detailed CAPA in case of any miss and avoid any such instance in the future.  Primarily should be able to raise any risk and work towards mitigating it rather than missing any SLA/KPI
  • Directs & supervises team to achieve assignments using established guidelines, procedures and policies
  • Under the direction of the site leads, implement strategies to successfully manage the day to day operations
  • Plan, organize and prioritize work efficiently, multi-task, and work well under pressure with minimal direction
  • Set a healthy environment in the team and positive mind frame in the individual
  • Involved in Hiring & staffing for the segment
  • Working with team across globe with different stakeholders
  • Responsible for managing a team of 5+ TL’s
  • Mentor and groom the TL’s as per the career growth options
  • Motivate and drive the team to ensure timely deliverables
  • Collate, present Weekly Business Review dashboard to client
  • Execute a comprehensive quality assurance processes
  • Track and report daily volumes and quality stats to the delivery manager and other stakeholders
  • Co-ordinate with non-operations team to make sure smooth BAU
  • Should work with the PeX team on transformation and innovation index on the top
  • Maintain tracker at all levels (client updates, performance management etc.)
  • Review team and assist TL’s on bottom quartile management
  • Should forecast staffing raise SO’s as required and manage scheduling accordingly
  • Help improve the defined processes as we create more automation and gather information
  • Maintaining attrition & making sure the backfills are available on time avoiding the business impact
Company Overview
ITCAN Pte Ltd