Assistant Manager, Service Delivery, India

Job Title

Assistant Manager, Service Delivery, India

Reporting To

Manager, Service Delivery, India

Job Grade (HR to Fill in)

9

Direct Reports (Job Title)

Associate, Analyst, Process Lead, Senior Process Lead

Division

Operations

Location

IND Bangalore

Job Summary

ReSource Pro is a fast-growing company, recognised by Inc.500|5000, Fastest Growing Private Companies: 2009-2014 and IAOP Global 100: 2009-2015. Our growth is accelerating, with a goal to expand from 3,000 to 5,000 employees in 5 years across our delivery centres in China, India and the US.

As a recognised leader providing innovative and integrated solutions to the insurance industry, we are in the process of transforming into a world-class service organisation and well on our way. And that's why this role is so important to our organisation.

In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate.

In this role, you will lead and supervise Service Delivery Team Leaders/ Client Specialist and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, and that current and future business needs are met; identify and lead department, division or company-level projects to realise corporate goals and strategies.

Key Responsibilities (Principal Responsibilities)

1) Talent Inventory (20%)

Manage and coach direct reports to be effective in both client management and people management.

Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

2) Client Services (20%)





Oversee the daily operations of each client team to ensure client satisfaction;

Manage email, phone or in-person interactions with clients to maintain and enhance client relationships;

Execute company-wide client-related programs to ensure consistent service delivery and brand promises;

Oversee onboarding of new clients.

To ensure consistency and control of automation.

3) Business Growth (15%)

Proactively seek opportunities to improve client experience and drive business growth.

Support US-based business development functions effectively in acquiring current clients and developing existing clients.

Ensure all department activities comply with information security policies.

4) Problem Solving (15%)

Resolve high-impact client issues or new situations by analysing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

5) Managing Projects (15%)

Stay well informed of corporate goals and strategies;

Identify and lead department, division or company-level projects.

Lead assigned cross-functional or company-wide activities and projects.

6) Employee Engagement and Budget (15%)

Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs.

Manages priorities and budgets to meet company, department and team goals.

Note:

The responsibilities outlined herein are not intended to be exhaustive.



The incumbent may be assigned additional duties and responsibilities as deemed necessary to meet evolving business requirements.

The incumbent shall perform all duties in compliance with ReSource Pros Information Security Management System, including adherence to all applicable information security policies, procedures, and protocols.

Information Security Responsibilities / Compliance Requirements

ReSource Pro provides data processing services to our customers, and in this role has access to information that is confidential and proprietary to our clients. Therefore, it is vital that we follow specific policies and guidelines when handling our clients confidential information.

Ability to guide team members on Information Security best practices by outlining the do's and don'ts to ensure a secure working environment.

Proactively facilitate the training sessions on Information Security

Proactively monitor compliance and manage access to ensure adherence to security standards and protect sensitive information.

Business Relationships

Internal Contacts (up, down and across the company)

All HR & Corporate Services departments

Clients / External Vendors

Client contacts, all US departments

Minimum Qualifications

Education Background

Major: N/A

Degree: Bachelor (4 years)

Licenses/Certificates

N/A

Work Experience

Minimum 9 years of experience, 3 years of management experience

Travel

N/A

Key Skills / Competencies (Behavioral/Technical; Competencies)

Team Leadership and Development

Relationship Building and Collaboration

Effective Communication

Functional Excellence

Customer-Centric Mindset

Problem Solving and Proactive Issue Management

Multi-Account Management

Career Level Expectations (China Only)

Course: Insurance | OPEX TQS | OPEX AMP | Management | Security Workshop

Expectation: Choose an item.

📌 Assistant Manager (Bengaluru)
🏢 ReSource Pro
📍 Bengaluru