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service delivery manager (management trainee)

  • Acquisition of new clients as well as nurturing relationship with the existing clients
  • Profusely selling all banking products (cross-sell as well as Up-sell)
  • Ensuring timely and effective service delivery to all the clients
  • Acquainting clients as well as prospects about new product offerings
  • Functioning within the bank’s framework of quality and statutory norms to meet optimum client satisfaction
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service delivery manager

  • Setting specific customer service standards from zero and modifying old ones for current needs.
  • Developing and implementation of IT workflow procedures.
  • Ensuring customer service is being provided according Service Level Agreement.
  • Managing staff of 50 people.
  • Recruiting, training and supporting IT staff.
  • Discuss business requirements with customer, make cost/business impact predictions.
  • Establish best practices through the entire process.
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service delivery manager

  • Responsible for the escalation and quick resolution of any operational service issues; especially those escalated beyond the team leader’s scope.
  • Review, challenge and evolve capacity models to ensure optimal utilization of resources.
  • Contributes to the development of policies and procedures and ensures these are executed as intended by production teams through their direct reports.
  • Support and deliver on key priority projects such as Improving Customer Satisfaction Ratings and Increasing Sales Conversion numbers.
  • Consistent teams with Top Sales numbers.
  • Consistent teams with Customer Satisfaction numbers.
9

service delivery manager / director of operations

  • Responsible in communicating complaints, goal setting, batch reports, audit responses, account issues, IT issues and operational issues that impact delivery with clients.
  • Develop and maintain long-term relationship with clients and coordinate site visits to promote consistent presentation of NCO processes.
  • Administer programs and action plans to meet service and productivity goals.
  • Develop, train and motivate Managers, Supervisors and Team Leads to sustain knowledge, awareness and understanding of company policies and procedures, goals and objectives, plans and strategies.
  • Provide feedback to direct reports and other team members concerning possible issues, areas of improvement.
  • Responsible for progressive discipline and in charge of final applications interview for employment.
  • Accountable for all decisions, actions and directives with respect to job responsibilities.
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service delivery manager

  • Providing high quality face-to-face customer service to direct retail customers
  • Sets priorities and makes day-to-day decisions independently
  • Providing professional selling and advisory service delivery to customers
  • Creates partnerships with other Business Line leaders for mutual goal  attainment and to better serve our clients
  • Build strong relationships with teammates, business partners and specialists by fostering teamwork, partnership and collaboration
  • Cross sell the products to customer and generate leads from prospect customers