Service Delivery Manager / Deputy General Manager - B&L
Graduate,MBA(exclusions MCA,BCA,BTech depending on the type of project)
Responsibility : Business,Customer
Acts as a L2 point of contact for escalations.
Interacts with Client,customer to manage and resolve customer requests through effective queue management (prioritization of demand).
Address the issues proactively.
Provides project updates.
Updates and reports all metrics related to area of work.
Identify cost optimization opportunities.
Project,Process,Ensure process deliverables are met.
Act as an SME for geography specific business domain and regulations.
Identify and drive opportunities to enhance service delivery.
Handle advanced level escalations from client.
Document all process changes.
Manage quality of the process and drive process improvements.
Identification and mitigation of risk.
Adhere to the mandatory industry regulation and compliance requirements for the given process.
Knowledge Management,Provide domain based guidance to the team at various stages of Transaction processing.
Create documentation appropriate for the reusable assets,best practices,case studies,POVs.
Ensures alignment to org driven metrics and hygiene needs in terms of.
Pyramid and Span.
Job Rotation of resources.
Cross Skilling of Resources.
Mentors,coaches and grooms teams members to grow.
Drives teams learning and innovation index goals.
Delegates assigns and reviews tasks given to team members for accuracy.
Performance Management and development plans.
Manages attrition and absenteeism.
Ensure Accurate Tracking and collating of Quality and KPI metric data.
Good To Have Skills
Mortg Originatn Non-Underwritg
Employee Status : Full Time Employee
Travel : No
Job Posting : Mar 03 2021