Service Delivery Manager - Retail

Nature Of the Account: Retail

Start Date: 2-Dec

Type of Support: Non-Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Educational Requirement: At least 2nd year completed

Work Experience:

• With 2-4 years experience with Business/ Operational Insight generation and presenting same to client and internal stake holders
• Assurance of Operational commitments/Financial Know how on P& L
• Extensive knowledge, experience and understanding of MS Excel and other MS Office Tools
• Preferred: Six Sigma methodologies/certifications
• Relevant Job titles: Senior Group Lead, Group Lead, Operations Manager

Responsibilities:

• Oversee Service Delivery: Manage the execution of services to ensure they are delivered efficiently and effectively to meet customer expectations and Service Level Agreements (SLAs).
• Customer Relationship Management: Act as a primary contact for clients, building and maintaining strong relationships, addressing their needs, and ensuring high levels of customer satisfaction.
• Team Leadership: Lead, mentor, and coach the service delivery team, including creating schedules, assigning tasks, and providing support to team members.
• Performance Monitoring & Improvement: Monitor service performance using metrics and KPIs, identify areas for improvement, and implement changes to enhance service quality.