service delivery manager Resume Examples

service delivery manager

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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

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.

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.

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.

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

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