Job Location: Ebene Heights
Regional Description: Mauritius
Job Number: 00571713 00571713_en
The Client Service Delivery Manager is accountable for all work delivered through a service delivery operation (global, regional, center, industry, or function).
Activities may include managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, and meeting operational and financial commitments.
As Client Service Delivery Manager, the role includes some or all the following key responsibilities.
• Accountable at the Account Level – Managing internal/external delivery expectations of multiple small to medium size accounts
• Accountable and actively manages project financials (cost revenue, CCI,etc.)
• Mentors and grooms delivery management and teams in ACN best practices
• Maintains business and industry knowledge to guide Customers in strategic delivery decisions
• shows good leadership attitude and can manage a local team (up to 10 persons)
• uses and shares experience to improve results of himself, his team and others
• acts to achieve business objectives (costs, revenue, CCI, …)
• Significant influence in a leading role (System Architect / Solution Architect) for one or more projects
• Client Service Team/Service Delivery Team Project/Support Team Management and Work Management
• Empower resources to work and agree on deliverables, budget, schedule, dependencies, service levels, scope and other required operating metrics.
• Manage resources to achieve these assignments
• Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings
• Maintain team's work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.)
• Approve team members time sheets, identify source of any variances and drive plans to correct the same
• Identify and manage issues and risks and act as an escalation point within the team
• Work with other delivery managers and project managers in the center to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as needed
• For Operations, facilitate effective Management Operating System, ensuring timely reviews of process outcomes [(3X3) metrics ,Key Performance Indicators(KPIs),Service Level Agreements(SLA)] and improvement/change initiatives
Competency and Skill Management
• Manage and develop team competency coverage through cross-training, leadership development and succession planning
• Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies
• People Development and Management
• Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.) Monitoring of attrition within one’s own portfolio
• Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources
• Process Capability Development
• Serve as process expert/coach for the team's deliverables
• Drive methods adoption and act as an expert on how to cost effectively deliver the Client Service Team's/Service Delivery Team's process and/or project requirements and deliverables
• Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
• May analyze and manage performance of third party vendors/contractors or departments to delivery service/process requirements and when required identify and facilitate performance improvement
• Special Initiatives/Other
• Participate in and/or lead special initiatives in BeOperations
• Team Finance and Resource Management
• Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices
• Support recruiting and interviewing potential new team members
• Balance workloads and skill sets across clients to support one-to-many delivery
• Skills and proficiency
• Proficient in Account Management
• Communication Management
• Well versed in Cost Management
• Excellent in Customer Interaction
• Efficient in problem solving and escalation management
• Outstanding in Program and Project management
• Skillful in people management
Bachelor's Degree/ Postgraduate degree in Accounting/Finance/ Business Management/ Business Administration OR a related field OR HSC with considerable operational/team management experience
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