Service Delivery Lead

Operations Manager - Cebu - Collection Background Long-term planning to create initiatives that further the company's overall goals. Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities. Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits. Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives. Communicating with the board or other senior officials about shifting company priorities and projects Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue. Identifying opportunities to expand or shift course to take advantage of changes in the market. Establishes, develops, and maintains a continuous working relationship with the clients. Engage with client to deploy opportunities and create a stronger value proposition for clients. Proactively evaluate the needs of client and determine solutions for their problems. Conduct regular customer connects and participate in Management Review Meetings. Leads the Status/Operations calls with the clients. Focuses on maximizing Customer Experience while optimizing cost. Liaise between customer and internal technical delivery team to drive project health. Provides functional support to direct reports on customer support needs. Pro-actively communicates with process owners all relevant issues needing immediate attention. Ensures proper staffing levels to achieve Service Levels Conducts Performance Reviews for direct reports. Highly involved on the onboarding of new projects Ensures compliance with all applicable Wipro and SUPPLIER policies. Assists Human Resources/Recruitment department in the recruitment process by interviewing potential hires and outlining clear job expectations Ensures that all company information which includes customer information are kept confidential and secured Graduate of any Discipline Experience 10-12 years Knowledge and experience in Property Leasing is an advantage At least 6 years in a supervisory role in a similar process or 4 years managerial experience in a similar process Minimum Collection experience required is 3 years, with 18 months within the past 2 years & age requirement is min 21 years old Branch Manager candidates undergo (and must pass) an international criminal background check (iBGV) including a credit check (some states require this annually The Branch Manager must have excellent credit (no bankruptcy, past due accounts, judgments, etc.) Should have knowledge of business operations and project management activities. Should have exceptional leadership and mentorship abilities. 10-12 years’ experience in Customer Service domain within minimum 5-6 years in Real Estate/ Retail/ Utilities industry with hands on knowledge CAPA and complaints handling. Exceptional English verbal and written communication skills Effective client management Excellent decision-making skills. Self-motivated and able to motivate others by providing constructive feedback. Ability to work well under pressure with minimal supervision. Proficient with Microsoft Office with strong emphasis on Excel