Delivery Manager

Gratitude Inc

6 Views

4 hours ago

Delivery Manager

10-15 Year(s)

₹ 15 - ₹ 17 Lacs p.m

Kolkata, Thane

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Job Description

Key Skills

Customer Management people Management Delivery Management Infrastructure Management

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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

PAN and DOB are required for profile creation

Role

Customer Delivery Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

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