Service Delivery Ops Lead Manager
Operations Manager, Client facing role working with a large team of professionals. You are responsible for and own the delivery of service and service metrics to client as per contractual agreement, while managing all aspects of the team's strategy, forecasting and delivery of execution excellence regarding the assigned workflows and reporting directly to the Service Delivery Lead. You will own the future growth of the established team. People management, motivation, engagement and accountability are a key function of this role.
Main Responsibilities/Accountabilities
• Responsibility for maintaining and developing key client relationships
• Responsibility and ownership for the delivery of service and service metrics to client
• Responsible for supporting quality programs
• Responsible for embedding new processes and workflows into the team
• Drive continuous improvement and value add initiatives
• Responsibility for meeting the obligations established within the contract
• Responsibility for assessing and implementing change, strategic directions
• Ensure process documentation complete and robust
• Coaching, developing and managing team members
• Ownership of serious issue resolution and escalation management
• Allocating resources and responsibilities across the team to deliver business results and develop team members
• Responsibility for team members' formal evaluation processes including career development, salary review and performance management