Service Delivery Manager

Service Delivery Manager (Pioneer Life Insurance Account) - SOM Eqv | Apply Now

The role of the Service Delivery Manager will be overseeing a range of functions to facilitate the delivery of superior services to the end-users. One of the key responsibilities is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. To be able to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.

Responsibilities:

· Ensure optimal project delivery, in line with targets baselined to meet the client agreed KPI’s

· Enforce real time communication with client’s vendor manager of the day to day status of operations

· Ensure daily capacity is aligned with the volume of procedures to be handled within client-vendor agreed SLA’s, and strategize & plan long term capacity planning through volume forecast

· Training plans to be aligned with the client during ramp, and executed seamlessly with the customer – agreed timelines

· Maintain regular quality discussions with client POC, to ensure optimal delivery and provide process improvement initiatives

· Lead project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets

· Prior experience in managing Life Insurance/Retirement/401K/Annuities voice programs is required

Qualifications:

· Extensive experience in end to end service delivery and site leadership

· Ability to identify and enable talent within the workforce, and groom for optimal development

· Extensive experience in client - vendor relationship management

· Strong Organizational Skills

· Project Management and Quality Control Skills

· Excellent Verbal and Communication Skills

Strong ability to liase and build interpersonal relationships in all corporate functions

· Amenable in working in our Taguig site. Full onsite.

· Willing to work in mid to night shift

Your application will include the following questions:

How many years' experience do you have as a Service Delivery Manager?

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