INT-E252721 | SERVICE DELIVERY MANAGER

The Purpose Driven Career Objectives of a Client Services / Account Management at KMC:

The Service Delivery Manager position will focus on building and maintaining high-level relationships with Clients and improving the company's services to provide best-in-class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region which then leads to the clients' growth and expansion.

The role acts as an overall liaison and business partner of the client and the KMC enterprise team to ensure that excellent service delivery is at the topmost priority and is promoting better partnership, confidence, growth, and compliance. As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data-driven approach while still observing flexibility. The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs.

To apply for Client Services / Account Management, you are excellent at:

PRIMARY ROLES AND RESPONSIBILITIES

• Manage a Team of Operations support providing Service Delivery for assigned clients and ensuring meeting and exceeding Service Level Agreements
• To build rapport and develop a strategic relationship with client stakeholders and grasp fully the business of the clients and anticipate the needs to provide best-in-class customer experience through managing projects, fixing any reliability issues, tracking service metrics, and helping lead the professionals/other team members responsible for getting services delivered to clients
• Budget management for Client related operational expenses while providing the expected service delivery and ensuring accuracy of billing reports
• To learn the business model of the clients and provide value-add initiatives and recommendations for the retention, growth, and expansion of the clients’ business.
• To maintain high level of morale and confidence in carrying out the business needs of the various Clients by being an effective liaison and providing resolution given set deadlines by efficiently leading a team, staying organized, managing conflicts, and using creativity to find ways to make the service better.

SCOPE: SERVICE DELIVERY

• Overall point of contact for Key Accounts’ concerns regarding service delivery related to contractual obligations

• Ensure achievement of day-to-day service levels, customer experience, quality measures and compliance measures
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification and implementation of operational best practices through interaction with the wider team

• Conduct Monthly Business Reviews to analyze Client performance and identify Client concerns real time.
• Ensure KMC receives regular Customer feedback and providing timely constructive response to Management with proactive solutions / suggestions to ensure continuous improvements in workflow processes
• Ensures all escalations are resolved to the benefit of the business
• Ensure delivery of Client requirements through internal and external support
• Facilitates recurring Performance and Business Review with Management and Client Leaders
• Undertake initiatives and project management plans to enhance HR & Account Management performance, provide creative solutions to Clients and customer satisfaction (and in turn Client retention).
• Day-to-day Client relationship management
• Delivering presentations to high-level executives
• Maintaining and expanding relationships with existing clients
• Completing administrative work as required

• Identifying and highlighting further opportunities for services and process improvements
• Ensuring Business Continuity

SCOPE: TEAM MANAGEMENT

• Optimize the skills of the Key Accounts Team in line with the agreed framework.
• Have a well-defined Communication and Engagement model in place to ensure all Key Accounts Team members understand the performance of the business and full understanding the needs of the client
• Work with the other departments in driving added value services to enhance Client and employee satisfaction (and in turn retention) and promote better work culture environment.

Your Success Profile includes:

• Five (5) Years Well-established Experience with Account Management, HR Operations, and handling Service Delivery preferably managerial or at least supervisory role.
• Well-versed in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)
• Solid background with Project and Time Management
• Exceptional Level of Commitment towards Customer Experience 

• Experience of working in an Outsourcing or contact center operation
• Experienced in managing large multi-site/multi skilled contact centers