Role: Service Delivery Manager Duties and Responsibilities:
Responsible for liaising with other departments (Facilities, IT, HR) to ensure office space is in working condition, all IT issues are being resolved, any internal HR issues are being addressed properly, etc.
Coordinating Onboarding process (scheduling kick-off meeting, systems access, etc.; refer to procedure document)
Producing a deck for weekly, bi-weekly and monthly governance meetings (as needed)
Monitoring and accurately tracking time utilized by all resources (leaves, breaks, socialization, etc.)
Monitoring and recording resource daily attendance; proactively meeting with resources when they are approaching critical metrics; advising when disciplinary action could be taken
Providing client Manager and Engagement Manager with immediate notification of leaves (sick, vacation, etc.)
Preparing and distributing monthly attendance/leave reports
Validating, and facilitating adjustments as needed, monthly billable hours entered into timekeeping system against Client timekeeping system to ensure accurate invoice processing
Facilitating Ongoing Training:
In conjunction with the onshore manager, develop and implement annual training plan for each resource.
Monitor progress of training plans
Alert onshore management of challenges, as appropriate
Manage associated incentive programs
Coordinating the performance evaluation and management process:
Solicit feedback from onshore manager three weeks prior to resource's review date
Create and deliver the review documentation; review all challenges outlined by onshore manager; develop appropriate action plans if needed
Review progress against annual training plan; update as needed
Advise onshore manager of any resulting action items
Managing At Risk process:
Develop and continually evaluate the At Risk list
Seek out and understand issues that might push resources to be at risk
Addressing issues/ providing feedback to individual resources as requested by Client
Updating and maintaining Staff Presentation material as new resources are deployed or resources are terminated
Developing and maintaining network of relationships throughout the Client to facilitate communication and cooperation
Coordinating on-site client visits
Handling various administrative tasks relating to personnel and performing any other administrative duties relevant to the group
Coordinating Visa application and approval process; conducting practice interviews as needed
Assisting Account Manager with onshore deployments as requested
Qualification Standards
Educational Attainment: A Bachelor's degree required
Certification/Training: Certification preferred
Work Experience: 1 to 5 years experienced in a BPO industry or similar business with administrative in nature. Preferably with supervisory and reporting experience
Competencies and Skills:
Experience developing multi-tenant applications
Strong work ethic someone who takes great pride in professionalism, responsibility, and being proactive
Excellent people skills - ability to recruit, motivate and lead a team
Strong communications skills, both in writing and speaking
Need to possess strong interpersonal skills and an ability to effectively interact with a highly technical staff
Good organizational and time management skills
Intermediate to advance knowledge level in MS Excel, Word, PowerPoint.
Experience working with products in a Software as a Service (SaaS) environment (preferred)
Good understanding of the software business and its practices
Experience with business applications supporting healthcare, health insurance, and/or benefits administration (preferred)
