Delivery Manager

Gratitude Inc

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4 hours ago

Delivery Manager

10-15 Year(s)

Kolkata, Thane

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Job Description

Key Skills

Customer Management people Management Delivery Management Infrastructure Management

4 candidate(s) have already applied for this Job. Apply now

Education

Accounting & Finance - B.Com/ M.Com, MBA - Finance, ICWA, CA

Job Requirement
Customer Management
Manage Client relationships. Lead Client meetings and discussions - Govern, Review, drive and manage Client defined SLAs and internal metrics.
Work closely with multiple Client Stakeholders to understand various business requirements
Pro-active approach towards planning and execution to meet customer’s expectations
Develop and drive service improvements based on RCA’s, trends and customer inputs

Delivery Management
Analyze daily performance indicators, encourage awareness and drive performance improvements
Drive strategies towards consistent performance as per agreed SLAs and continuous improvement
Ensure appropriate Staffing and future pipeline
Establish clear internal and external governance structure
Front end customer and lead periodic review discussions
Provide leadership, guidance and feedback on individual and team performance
Maintain strong relationships with internal / external stakeholders and address business needs effectively
Drive adherence to audits and compliance requirements
Understand project cost and budget gross margin, revenue and cost levers. LeadP&L for the location.
Manage Escalation and resolution handling

People Management
Lead a team of upto 400 team members across various roles
Performance evaluations of the team at location level
Employee engagement, motivation and People Retention activities
Provide Job-enrichment opportunities and create platform for internal growth

Infrastructure Management
Ensure up and running software and hardware infrastructure for smooth operations
Ensure availability of Tech-support in case of outages and back-up plan to keep production impact at minimum
Effective seat utilization
Working in collaboration with various operations support functions to ensure a green project

Skills
Customer focus, Drive for results in a team and ability to take ownership
Strong analytical skills
Flair and ability to evaluate business opportunities and make sound business judgements
Relationship building and networking skills
Strong communication and presentation skills
Ability to complete a assignment/ job within stipulated timeline
Flair for comprehending the finance documents
Strong Team player, ability to manage conflicts
Ability to mentor and guide teams.
Strong execution skills with focus on clear, realistic action steps and timelines
Good facilitation skills, strong verbal and written communication
Ability to work effectively in ambiguity, shifting priorities and multiple deadlines
Possess excellent interpersonal skills, open to all available shifts

Ex TCS Employees can’t apply
PAN and DOB are required for profile creation

Role

Customer Delivery Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

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Chidera Emmanuella Ijeomah

Recruiter - Gratitude Inc

NA, nigeria

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