Operational Manager

Job Description:
Job Title
Manager - Service Delivery

Report to
Service Delivery - Director
Department
Service Delivery Unit

Location
Bangalore, India

 
Purpose of the 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 team’s 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 the department, division or company level projects to realize corporate goals and strategies.

Principal Responsibilities
#
Responsibilities
Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)
Description (Do in order to/to )
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.
20
2
Client Services
Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; 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
20
3
Business Growth
Proactively seeks opportunities 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 Expectations:
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 customer’s experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold
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 the 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 above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs.
 Contact Scope
Internal Contacts
All HR & Corporate Services departments
External Contacts
Client contacts, all US departments

Working Experience

Minimum 15 years of experience, 7 years of management experience

Competencies, Skills and Behavior’s
Manages effective performance and develops staff
Build effective team relationships
Communicates effectively
Demonstrates functional excellence
Customer-centric

ReSource Pro Operational Solutions Pvt Ltd.

About Us:

ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence.
Headquartered in New York, ReSource Pro’s global service centers address client operational needs around the clock.
Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.
Over 12,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations, consistently achieving a 97% client retention rate for over a decade.
We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability.

ReSource Pro Global Achievements:

ISG Provider Lens™ - Insurance BPO Services and Platform Solutions 2020
ReSource Pro is placed as High in Product Challenger
EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021
ReSource Pro is identified as having a strong Market Impact in the list of Major Contenders