Sutherland is seeking a goal-oriented and strategic-thinking person to join us as Service Delivery Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job DescriptionDelivery Excellence
o Identify and drive organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives, catalyzing new approaches to improve results by transforming organizational culture, and build next-generation service delivery
o Partner with cross-functional teams to identify and implement process improvement ideas, deploy RPA solutions, and gather analytical insights
o Persuasiveness in communicating and presenting the scope of Sutherland’s products to industry prospects
Customer Engagement and Issue Resolution
o Solve complex customer service issues by proactively identifying root causes and addressing them to deliver sustained accuracy, productivity, quality, and other key performance metrics
o Conduct business with utmost integrity and ensure high standards of compliance are maintained
o Lead interactions with customers during weekly and monthly performance reviews
o Act as Point of Contact for the first level of escalation
o Ability to be customer-oriented in managing communications and issues
o Seek, develop, and maintain relationships with clients; sustain and grow business partnerships by offering proactive solutions
Internal metrics delivery & reporting
o Work with the leadership team to determine a strategy to achieve overall site goals.
o Maintain cost-effective and stable workforce to handle the Seasonality & Volatility of volumes
o Responsible for preparation of invoices and ensuring timely submission to customers
o Review monthly financial performance reports and ensure the project is delivered within the budget & timelines approved by SD head
Team Engagement
o Set, Monitor & Periodic review of goals for Associate Managers & Team Managers
o Develop a structure for tracking and review of key process metrics and conduct a weekly review of the performance of the process
o Conduct monthly One-On-One meetings with DRs and skip meetings with the frontline associates
Leadership Development
Ability to be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer.
Qualifications
Our most successful candidates will have:
A Bachelor’s Degree holder is preferred but not required.Three years of operations and management experience; Process transformation experience -good to have.Four to Five years experience in a customer service environment, preferably in a contact center environment.Experience in managing, and directing associates/sr associates, team manager resources with a span of 100 for Manager.Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsDemonstrated leadership skills; be able to take the lead in making improvements and resolving issuesAbility to efficiently manage time and keep track of multiple schedules, meetings, and initiativesStrong verbal and written communication skills; be able to communicate in a clear, constructive, and professional mannerExcellent working knowledge of MS Office applicationsAbility to work in a fast-paced, dynamic environment.Additional InformationAll your information will be kept confidential according to EEO guidelines.