Service Delivery Manager - Customer Care - Non - Voice 4D

Overview

Oversee the daily operations of a non-voice customer care team, ensuring process adherence, timely resolution of customer concerns and consistent service delivery.

What you'll do

• Oversee daily operations of the non-voice customer care team, ensuring adherence to processes and timely resolution of customer concerns.
• Provide hands-on leadership by guiding team members, offering support in complex situations, and ensuring consistent service delivery.
• Motivate and engage the team by setting performance goals, recognizing achievements, and fostering a culture of accountability and excellence.
• Lead hiring and onboarding efforts, ensuring new team members are aligned with role expectations and organizational standards.
• Conduct regular performance evaluations and coaching sessions to drive individual and team productivity.
• Seek and incorporate feedback from frontline staff to identify process improvements and enhance customer experience.
• Ensure monthly client KPIs are met by conducting root cause analysis, identifying improvement areas, and supporting agents through one-on-one sessions.
• Collaborate with cross-functional teams to ensure smooth operations and alignment with business objectives.
• Maintain compliance with organizational policies and quality standards while driving continuous improvement.

What you'll need

• Bachelors in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Required skills: Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management.
• English language proficiency at Advanced level (C1) (Required).

Nice to have

• Certified Management Accountant (CMA) - The Institute of Cost Accountants of India (ICMAI).
• Certified Public Accountant (CPA) - Perfekt Szolnok.
• Six Sigma Black Belt Certification - Beingcert.

Details

• Location: Stellar, STPI, Noida, India.
• Work mode: Office.
• Shift: Night shift.
• Job type: Regular.