Job role: Senior Delivery Manager

Location: Pune

Salary: Upto 20 LPA

Experience: Minimum 13 to 16 years

Greetings from Spes,

We are a leading recruitment consultancy dedicated to connecting talented individuals with exceptional job opportunities. With our extensive experience and industry expertise of 13 years, we strive to deliver tailored recruitment solutions that meet the unique needs of both candidates and employers.

Key responsibilities:

• Process Management & Improvement
• Drive & achieve productivity enhancements.
• Own weekly/monthly management reports & highlight relevant gaps &/or concerns.
• Oversee migration & stabilization of new processes.
• Periodically review process & regulatory requirements & ensure compliance.
• Review FTE requirements, shift plans & capacity planning.
• Initiate, Execute & Facilitate process improvement initiatives/projects.
• Integrate domain knowledge & business understanding to create superior solutions for the client.
• Must clear at least one certification a year.

People Management

• Conduct regular meetings with team leaders & resolve concerns.
• Conduct skip level meetings with team members & resolve escalations.
• Own rewards & recognition schemes for assigned processes/teams.
• Oversee L&D trainings for self & team leaders.
• Oversee staff domain certifications.
• Ensure completion of process certifications by all staff (Team leads & associate) within predefined timelines.
• Liaise with recruitment team for recruiting new team members.
• Identify & facilitate movements within the division for team leads.

Customer Service & SLA Delivery

• Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.
• Manage client relationships and escalations.
• Strategic Initiatives
• Explore opportunities to move processes to the GSC satellite office.
• Participate in special projects/organization wide initiatives.

Skills and Competencies:

• Strategic Thinking
• People Management
• Transformational Leadership
• Process Focus
• Client Management
• Innovation Focus
• Ability to learn & drive change.
• Impact & Influence

Qualifications:

Education: Post graduation in any discipline
Degree: Master

Work Experience
1) Minimum six years of experience in the ITES sector
2) Minimum 5 years of experience in a managerial role