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Service Delivery Operations Senior Manager

Keywords / Skills : Service Delivery, Service Delivery Manager, Service Management, Delivery Manager, Service Delivery Senior Manager

5 - 10 years
Posted: 2019-08-19

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Manager - Service Delivery
Education
Bachelors
Degree
Masters
Post Graduate
PhD
Doctorate
Posted On
19th Aug 2019
Job Ref code
JP002
Job Description
Our client, one of the biggest multi-national BPO/IT Company in the Philippines and worldwide, is looking for Service Delivery Operations Senior Manager.

Job Responsibilities:



• Track service performance and direct action to identify root causes of issues and put in place remedial actions.

• Continuously search for service improvement opportunities.

• Responsible for sign off on all process and scope changes, new business.

• Responsibility for process improvement management, including providing inputs for financial proposals and reviews; accountable for budget adherence.

• Responsible for championing of process enhancements to deal team, and to senior management, functional and business leaders.

• Lead projects in operational excellence

Skills and Qualifications:

• Strong experience of engaging with senior stakeholders and managing international delivery teams

• Extensive knowledge of Business Process Management

• Strong experience in service delivery, customer service, process excellence and automation

• Strong knowledge of support processes such as WFM, quality, training and transition

• Strong financial management skills

• Strong People manager, ability hire, retain and develop talent

About Company

Quess Corp. Ltd., the leading global business services provider firm, was established in 2007. Headquartered in Bengaluru, the company has a pan-India presence with 65 offices across 34 cities along with overseas footprint in North America, the Middle East and South East Asia. It serves over 1700+ customers across 5 segments namely Industrials, Facility Management, People Services, Technology Solutions and Internet Business. Quess Corp Limited offers an expansive and an impressive set of services across the APAC region with its presence in Malaysia, Sri-Lanka, Philippines, Singapore and Vietnam. We are a step-down subsidiary of USD 44+ Billion (as of 30th Sept 2016), multinational, Fairfax Financial Holdings Group; held through its Indian listed subsidiary, Thomas Cook India Limited. We are committed to providing a world-class customer experience while continuously working towards creating better lives. Superior services and technology solutions have enabled us to achieve market leadership in many of the businesses service lines. Read more here www.quesscorp.com
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