: Manager, Service Delivery Manager, India

n Job Title - Manager, Service Delivery,

nn India Report to - Director, Service Delivery,

n India

n Department Service Delivery Unit Location Bangalore, India

nn Purpose of the Position:

n In this pivotal role,

nn Critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate.

nLeading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget.

nIn this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed.

nIn this role, you will lead and supervise Service Delivery Supervisors 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, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies.

nn Principal Responsibilities:

n Responsibilities:

nResponsibility Area (E.g. Budgeting & Planning, Team Management, etc.)

nn1) Talent Inventory

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

nmanagement. Identify, develop and retain high-potential employees by providing effective

nleadership, coaching, training, and performance evaluation to team members and their

nsupervisors.

n Establish Delivery Processes:

nA key part of the role of a service delivery manager is to establish and refine delivery

nprocesses. The goal of streamlining these processes is to ensure that each client gets the same

ngreat experience from the initial stage.

nn2) Client Services

nOversee the daily operations of each client team to ensure client satisfaction; manage email,

nphone or,



in-person interactions with clients to maintain and enhance client relationships;

nexecute company-wide client-related programs to ensure consistent service delivery and

nbrand promises; Oversee on-boarding of new clients.

n Supervise Staff:

nOversee the teams in different stages of the delivery process, even though you may not be

nthe direct line manager. Holds all the processes and employees within these teams

naccountable for carrying out the required tasks and providing great customer service.

nn3) Business Growth

nProactively seeks opportunities to improve client experience and drive business

ngrowth. Support US-based business development functions effectively in acquiring current

nclients and developing existing clients. Ensure all department activities comply with

ninformation security policies.

n Manage Customer Expectations: This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customers experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold.

nn4) Problem Solving

nResolve high-impact client issues or new situations by analyzing root cause, identifying key

nsteps to form a plan, pulling resources and acquiring support from different departments and

nfunctions, executing and making necessary changes, and communicating effectively.

nn5) Managing Projects

nStay well informed of corporate goals and strategies; identify and lead the department,

ndivision, or company-level projects. Lead assigned cross-function or company-wide activities

nand projects.

nn6) Employee Engagement and Budget





nManages staffing level and targeted activities to accommodate a healthy balance of employee

nengagement, client satisfaction, and business development needs. Manages priorities and

nbudgets to meet company, department, and team goals.

nThe above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on

nbusiness needs.

nn Contact Scope:

n Email - [email protected]

n Internal Contacts All HR & Corporate Services departments

nExternal Contacts Client contacts, all US departments

nn Minimum Qualifications:

nn Education Background

n Major N/A

n Degree Bachelor

n Licenses/Certificates N/A

n Working Experience Minimum 15 years of experience, 7 years of management experience

n Competencies, Skills and Behaviors

n

n
- Manages effective performance and develops staff
n
- Build effective team relationships
n
- Communicates effectively
n
- Demonstrates functional excellence
n
- Customer-centric
n

nn ReSource Pro Operational Solutions Pvt Ltd.

n About Us:

nReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence.

nHeadquartered in New York , ReSource Pros global service centers address client operational needs around the clock.

nRecognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.

nOver 9,000+ ReSource Pro employees provide dedicated support to more than 1000+ insurance organizations , consistently achieving a 97% client retention rate for over a decade .

nWe help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability.

nn Shift Timings:

n Regular Shift - 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM

n Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM

nn Location:

n2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India

nn Contact Scope:

n Email - [email protected]

📌 Manager, Service Delivery (Bengaluru)
🏢 ReSource Pro
📍 Bengaluru