Assistant Manager, Service Delivery

JOB DESCRIPTION

This form is intended to outline the primary objectives, essential functions, and qualification requirements of the position.

I. Basic Information

Job Title - Assistant Manager, Service Delivery, India

Report to - Manager, Service Delivery, India

Job Grade : 9

Direct Reports - Associate, Analyst, Process Lead, Senior Process Lead

Division: Operations

Location: IND Bangalore

II. Job Summary (describe in 2-3 sentences the purpose of this position)

ReSource Pro is a fast growing company, recognized by Inc.500|5000, Fastest Growing Private Companies: 2009-2014 and IAOP Global 100: 2009-2015. Our growth is accelerating, with a goal to expand from 3,000 to 5,000 employees in 5 years across our delivery centers in China, India and the US.

As a recognized leader providing innovated and integrated solutions to the insurance industry, we are in the process of transforming into a world-class service organization and well on our way. And thats why this role is so important to our organization.

In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate.

In this role, you will lead and supervise Service Delivery Team Leaders/ Client Specialist and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies.

III. Principal Responsibilities (identify 4-5 major categories of work)

#Responsibilities Description (e.g., Budgeting & Planning, Team Management, etc.)

For each responsibility area, provide 35 action statements using the format: "Do [action] in order to [objective/result]."

Percentage of Time [%]

1. Talent Inventory

• Manage and coach direct reports to be effective in both client management and people management.
• Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.(20%)

2. Client Services

• Oversee the daily operations of each client teams to ensure client satisfaction;
• Manage email, phone or in-person interactions with clients to maintain and enhance client relationship;
• Execute company-wide client related programs to ensure consistent service delivery and brand promises;
• Oversee on-boarding of new clients.
• To ensure consistency and control of automation.(20%)

3. Business Growth

• Proactively seeks opportunity to improve client experience and drive business growth.
• Support US based business development functions effectively in acquiring new clients and developing existing clients.
• Ensure all department activities comply with information security policies. (15%)

4. Problem Solving

• Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. (15%)

5. Managing Projects

• Stay well informed of corporate goals and strategies;
• Identify and lead department, division or company level projects.
• Lead assigned cross-function or company-wide activities and projects. (15%)

6. Employee Engagement and Budget

• Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs.
• Manages priorities and budgets to meet company, department and team goals. (15%)

* The responsibilities outlined herein are not intended to be exhaustive. The incumbent may be assigned additional duties and responsibilities as deemed necessary to meet evolving business requirements.

*The incumbent shall perform all duties in compliance with ReSource Pros Information Security Management System, including adherence to all applicable information security policies, procedures, and protocols.

IV. Information Security Responsibilities / Compliance Requirements

• ReSource Pro provides data processing services to our customers, and in this role has access to information that is confidential and proprietary to our clients. Therefore, it is vital that we follow specific policies and guidelines when handling our clients confidential information.
• Ability to guide team members on Information Security best practices by outlining the do's and don'ts to ensure a secure working environment.
• Proactively facilitate the training sessions on Information Security
• Proactively monitor compliance and manage access to ensure adherence to security standards and protect sensitive information.

V. Business Relationships (Optional)

Internal contacts (up, down and across the company)

All HR & Corporate Services departments

Clients/external vendors etc.

Client contacts, all US departments

VI. Minimum Qualifications

Education Background : Major

Degree

Working Experience required and preferred

Minimum 9 years experience, 3 years management experience

Behavioral/technical skills; Competencies(3 Required + 3 Preferred)

1. Team Leadership and Development

Ability to manage and motivate teams to achieve high performance, while developing staff through coaching, mentoring, and providing constructive feedback.

2. Relationship Building and Collaboration

Builds and sustains effective relationships within the team and across functions, fostering a collaborative and supportive work environment.

3. Effective Communication

Communicates clearly and professionally with team members, peers, stakeholders, and global teams to ensure alignment and transparency.

4. Functional Excellence

Demonstrates deep knowledge and expertise in their functional area, ensuring processes and operations are executed efficiently and accurately.

5. Customer-Centric Mindset

Prioritizes customer needs, anticipates challenges, and ensures solutions are aligned with internal and external customer expectations.

6. Problem Solving and Proactive Issue Management

Identifies issues proactively, analyzes root causes, and implements effective solutions to prevent recurrence and improve process efficiency.

7. Multi-Account Management

Leads and manages multiple accounts independently, ensuring delivery excellence, meeting internal and external expectations, and driving business results.