Manager, Service Delivery, India

JOB DESCRIPTION

Job Title

Manager, Service Delivery, India

Report to (Job Title)

Director, Service Delivery, India

Job Grade - 10

Direct Reports - Assistant Manager, Service Delivery, India

Division - Operations

Location - IND Bangalore

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

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.

Leading the Service Delivery team, managing conflicts and ensuring the teams processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget.

In this role, you will lead and manage the internal delivery teams to review incidents, problems and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed.

In this role, you will lead and supervise Service Delivery Supervisors 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.

Establish Delivery Processes:

A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage.

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.

Supervise Staff:

Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service

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.

Manage Customer Expectation:

This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customers experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold

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.

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.

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.

* 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 monitor the compliance and access management
• Ability to promote awareness on Information Security policies
• Proactively Implementing the policies to ensure compliance with the Information security protocols and procedures
• Proactively monitor compliance and manage access to ensure adherence to security standards and protect sensitive information.
• Act promptly on security incidents and report them to the appropriate authorities.

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

Degree - Bachelor (4 years)

Licenses/Certificates - N/A

Working Experience required and preferred - Minimum 12 years experience, 7 years management experience

Travel (% of travel time; domestic or international)- N/A

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

1. Team Leadership and Development

Ability to lead high-performing teams, mentor and develop staff, and provide constructive feedback to enhance individual and team performance.

2. Relationship Building and Collaboration

Builds strong, effective relationships within the team and across functions, fostering collaboration and a positive work environment.

3. Effective Communication and Interpersonal Skills

Communicates clearly and professionally with teams, peers, stakeholders, and global teams, ensuring alignment and transparency.

4. Functional Excellence

Demonstrates deep expertise in their functional area, ensuring processes and operations are executed efficiently and with high quality.

5. Customer-Centric Mindset

Understands and prioritizes customer needs, delivering solutions that meet internal and external expectations.

6. Problem Solving and Proactive Issue Management

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

7. Organizational and Time Management Skills

Highly organized and structured, capable of managing multiple accounts and priorities, meeting tight deadlines, and handling ad hoc deliverables.

8. Global Exposure and Intercultural Skills

Possesses intercultural awareness and experience working in a global environment, effectively managing cross-border teams and stakeholders.

9. Multi-Account Leadership

Leads and manages multiple accounts independently, ensuring delivery excellence, operational efficiency, and stakeholder satisfaction.

VII. Career Level Expectations (China Only)

Course

Insurance

OPEX TQS

OPEX AMP

Management

Security Workshop