ALABANG | Service Delivery Manager
Muntinlupa, PH
1d ago

ALABANG Service Delivery Manager - Online Retail

Position Summary :

Responsible for managing assigned account in support of business objectives to ensure account’s satisfaction with products and services.

This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks.

Account Manager will act as a single point of contact for the account ( account and program are used similarly).

Overall Responsibilities :

  • Lead, manage and develop assigned managers through interactions and motivation against performance goals; provide feedback, counseling or coaching as appropriate.
  • Translate Majorel and client strategy into deliverables Foster a culture of team spirit and hospitality Approachable and accessible to team Take care of administrative direct report related functions Attrition risk management (alert, communicate to client management & mitigate) Cultural awareness (understand how people think, lead and get things done across cultures)

  • Maintain a good and professional relationship with the internal account management and client’s team; align with internal departments in a decentralized setup.
  • Be accountable for program level quality of service (CSAT, transaction monitoring, quality auditing), operational performance and likewise contractual obligations.
  • Balance client and internal metrics and maintain performance on target level; provide and implement action plans when goals are not attained
  • Ensure continuous improvement by identifying areas of improvement and addressing them internally as well as with the client based on solid evaluation.
  • Actively participate in best practice sharing with fellow sites.
  • Be accountable for business related implementation of agreements between Global Account Management and client.
  • Provide accurate information to Global Account Management and act transparently.
  • Ensure a proper and organized flow of information and feedback to and from the team.
  • Provide short and long term financial projections and maximize internal revenue generated efficiency.
  • Understand and adhere to all company and departmental-related policies and procedures.
  • Profit and Loss Management and Budgeting / Forecasting
  • Recognize and advance Talent
  • Drive the selection process for any team members
  • Understand and influence the end-to-end employee lifecycle
  • Embody and reinforce an Majorel-values-based culture
  • Steer stakeholder communication and decision making in alignment with Majorel and client expectations
  • SPOC for service delivery to the client and the client management team
  • Make decisions based on thorough strategic understanding of drivers and variables affecting LOB Labor, legal and economic implications Financial and contractual implication Service delivery metrics Technology advancements Client strategy
  • Job Requirements :

  • High level of knowledge about the account, including the technical environment, Related Program knowledge and rules, and other requirements related directly and indirectly to our business
  • Excellent organizational skills and exceptional follow through discipline
  • Excellent written and oral communication skills
  • Strong leadership skills
  • Strong analytical skills, strategic thinking
  • Capable of realizing, interpreting and developing the account through partnership with Microsoft
  • Read, create, analyze and interpret financial reports, legal documents, pricing agreements and other relevant documentation
  • Give effective and persuasive presentations on complex topics to general management and program staff
  • Analyze problems, detect root causes and resolve all issues
  • Analytical skills for planning, job costing and financial calculation
  • Willingness to travel as required
  • Bachelor’s / College Degree or above in any field; business / commerce / economics is considered advantageous.
  • At least 4-5 years Customer Service Experience, preferably from the BPO Industry in a non-tradition call center business (e.
  • g. Managed Services); experience as an Operations Manager / Sr. Manager of at least 2-3 years in a call center setting. Project Management experience is advantageous.

  • Exceptional English oral, written and comprehension (reading and auditory) skills.
  • Excellent prioritization skills in a dynamic and decentralized environment even under pressure and the ability to coordinate and delegate as appropriate.
  • Excellent interpersonal, people management, leadership, mentoring and coaching skills.
  • Self-motivated, hands-on and independently working individual who is seeking guidance from internal partners and the client if and as appropriate.
  • Above average communication skills and cultural sensitivity.
  • Strong understanding of customer service metrics, processes etc.
  • Good analytical and conceptual skills
  • Presentation skills
  • Interest in Advertising and / or Marketing.
  • Economic sensitivity (P&L)
  • Proficiency on the use of Microsoft Applications such as MS Outlook, Word, MS Excel, Power Point, etc.
  • Innovative in creating alternative solutions that will drive performance improvement.
  • No attendance issues or active written warnings of any nature issued by the current employer.
  • Willing to work on shifting schedules as required by the business / organization
  • About Arvato

    Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.

    Arvato has over 3,000 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world.

    In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.

    Company : Arvato Corp.

    Country : Philippines

    Job ID : 84663

    customQuickApply 84663Arvato Corp.

    Date : Jun 10, 2020 Location :

    Muntinlupa, 00, PH, 1770

    Job Segment : Service Manager, Supply Chain Manager, Manager, Marketing Manager, Customer Service, Retail, Operations, Management, Marketing

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