Manager, Client Service Delivery

Overview

Manager role in Client Service Delivery, responsible for overseeing service operations, team performance and client-impacting issue resolution.

What you'll do

• Identify, troubleshoot and resolve operational or service issues affecting client service delivery and digital product servicing.
• Coordinate team resources and priorities to ensure timely, accurate and efficient completion of deliverables aligned to service expectations.
• Oversee completion of assigned processes or programs in accordance with procedures, service standards and client requirements.
• Provide leadership, direction, coaching and performance feedback to team members to support effective service delivery execution.
• Work with stakeholders and internal teams to address operational needs and improve workflow efficiency and service outcomes.
• Monitor workflow, quality and client experience metrics to enhance team effectiveness and contribution to business goals.
• Oversee adherence to agreements and established service standards, identifying and addressing gaps to maintain consistent client service delivery performance.
• Coordinate issue resolution across teams for client-impacting incidents, ensuring timely communication, root cause identification and implementation of corrective actions.
• Review team outputs, service activities and deliverables to ensure accuracy, completeness and alignment with client requirements, operational controls and quality expectations.
• Support the implementation of process improvements, automation opportunities or workflow enhancements that increase efficiency, reduce risk and improve overall client service delivery outcomes.
• Perform all duties according to established policies, procedures and regulatory requirements.

What you'll need

• Bachelor's/University degree required.
• Typically 3+ years of relevant experience required.
• Expanded conceptual knowledge of the function, including operational processes, client servicing activities, procedures and team workflows.
• Ability to supervise staff, assign work, manage day-to-day operational priorities and provide coaching and guidance.
• Skill in identifying and resolving routine technical, servicing and operational issues using sound judgment.
• Ability to coordinate with closely related teams to improve efficiency, support client service delivery and achieve departmental objectives.
• Strong communication, organizational, interpersonal and client service skills.

Nice to have

• Prior experience providing day-to-day work direction, coordinating team activities or supervising staff.

Details

• Location: Pune, India.