DE027062-Service Delivery Ops Specialist
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POSITION TITLE: Service Delivery Ops Specialist
WORK SETUP: Hybrid
OVERALL PURPOSE:
Manage a team of Senior Analysts, Analysts, Associates and new associates executing the processes related to Record to Reports.
RESPONSIBILITIES:
• Provides responsibility on OTC & PTP Tower overall performance to meet all agreed SLAs and KPIs.
• Responsible for activities assigned by the Service Delivery Lead.
• Timely reporting of OTC & PTP day-to-day team performance and issues.
• Assist Team in all activities performed within Manila Service Center including workload balancing and mediate concerns or clarifications to Onshore Team.
• Perform review and approval of processed documents by AP & AR Team for cash applications and billing.
• Handle Client discussion including concerns, process clarifications and scope alignment.
• Resolve complex inquiries including tasks and reports.
• Monitor SLAs and provide metrics report for the Management and Client.
• Monitor Team and individual performances.
• Handle procedure updates and coordinate approval and discussion with the Client.
• Handle escalations and implement process controls.
• Responsible for coaching and mentoring of direct reports.
OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig, Uptown Bonifacio Tower 3
Taguig
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