Service Delivery Manager

Location: Ho Chi Minh City, Vietnam
Job Type: Permanent
Salary: Negotiable
Specialization: Consulting,
Sub Specialization: Operations / Middle Office, Customer Service/Call center,
Contact: Vi Tran Thao
Reference: JO-1807-398558

Service Delivery Management

  • Day to day management of the delivery platform ensuring that all operational client services requirement are in alignment and achieved within the contracted scope of work and SLAs
  • Manage distribution of tasks/responsibilities in line with specialization and productivity/ performance goals
  • Manage and supervise Supervisor and other staff as assigned in the execution of their duties
  • Be the operational point of escalation for complaint cases/escalation cases for review, guidance and prompt resolution
  • Ensure platform availability and as required execution of contingency management scenarios
  • Drives high touch of service across all operational

Quality

  • Establish and manage Quality Assurance (QA) function and process to identify and enhance service quality deficiencies within Regional/Group framework
  • Supervise and coach staff on service quality delivery and operational excellence in line with developing a service quality culture
  • Ensure NPS initiatives are implemented and meeting service targets on an ongoing basis
  • Liaise with client contacts on issues service delivery performance and escalation
  • Delivery of required operational reporting, analysis and client / internal meeting support
  • Manages all escalations and complaints with the appropriate priority and diligence


People Management

  • Lead, manage, coach and motivate team cultivating a supportive and performance driven environment
  • Establish clear standards, plans and targets for team and monitor performance through regular review


Profitability, Growth and Service Development

  • Maximizes profitability through ongoing continuous improvements of processes and workflows, manages staffing costs related to the service delivery requirements and optimizes the use of existing resources
  • Support sales, business development and other initiatives for client/prospect development including, proposition design / adaptation, pricing, planning and client engagement
  • Work with client managers to support client growth and development initiatives including client engagement (as required)

Required Competencies

  • Solid operational leadership experience especially in a call center and service environment
  • Results driven with sound business acumen
  • Demonstrate strong cross cultural leadership Strong experience in driving customer service focus experience and improve productivity/efficiency
  • Excellent communication skills - persuasive, articulate and able to work with and influence people at all levels, nationalities and personalities
  • Self motivated
  • Strong problem solving skills with an innovative mindset
  • Ability to function independently whilst with the team at the same time, anticipate and react to frequently changing business and operations climate

Required Work Experience:

  • 10 years of proven experience in operations or call centre serving high net worth or affluent customers
  • Management experience of team size larger than 10 people
  • Must have worked in a multi-cultural and matrix environment
  • Strong background in the service industry
  • Exposure to digital and mobile delivery and customer interaction platforms
  • Client account management experience

Required Qualifications:

  • Bachelor’s degree; Master’s degree will be an advantage

Required Languages:

  • High proficiency in English (spoken and written)