Service Delivery Manager II

1-2 years
2 Applied
Job Description

Key Responsibilities:

Service Delivery achieving all key contractual SLAs
Day to day Client management
Lead all client and internal calls for the process, single point of contact
Direct WFM, Training and other shared services for optimum functioning of account
Single point of contact for all financial decisions regarding the account
Manage attrition and career planning of all employees within span of control
Grow account strategically to increase top line for the organization
Manage and improve profitability of the account
Ensures continuous improvement in service delivery through Process Improvement Initiatives


Desired Skills:
Vast experience (hands on) in contact center / outsourcing space
Currently at Senior Manager role (min 100HC) that can lead the operations team including
Operation Managers and Team Leads. Have capability of building a high -performance culture of
inspiration and motivation.
Can provide high- level advice on strategic planning, performance management and continuous
service quality improvement.
Undertake the development, implementation, monitoring and reporting of the Operations Plan to
meet the goals.
Knowledge of leading delivery with Voice business services is mandate
Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management /
retention etc)
Ability to work under pressure and adapt & drive the team to meet constant changing dynamics
Ability to manage client expectations and drive high e-Sat / VOC
Strong financial management acumen. Understanding of P&L
Strong understanding of contracts and key BPO dynamics governing them
Strong customer service orientation and client management skills
Robust experience of driving key customer metrics like NPS/ CSAT
Fundamentally a strong people manager. Should be able to guide a team to success

GrowthFn is an IT Company working on technologies such as Machine Learning, Big Data, Robotic Process Automation (UiPath), ERP, CRM & BI (Microsoft/ Sales Force/SAP).

We are Head Quartered in Malaysia with branch offices in the Philippines, Indonesia and Thailand.

We set up goals and deliver results to the customers in all our projects which sets us apart from others. Our willingness to travel the extra miles to achieve results enable our customers to gain a faster return on investment

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