Service Delivery Manager

Manager – Service Delivery (Customer Service Process)

Designation:  Manager – Service Delivery
Process:  Customer Service
Organisation :
Shipping MNC

Experience:

8–13 Years

Qualification:

Graduate from a reputed university

Location:

Mumbai
Reporting To:  Director

Job Description – Key Expectations:
Good knowledge of the shipping and logistics domain.
Ability to achieve targets and consistently exceed them.
Contribute ideas and suggestions to improve processes.
Identify issues/patterns in processes and recommend solutions.
Record and maintain productivity data in respective databases and Excel sheets.
Perform all activities with high accuracy and minimal errors.
Responsibilities :
Overall responsibility for managing specified Customer Service processes/teams.
Participate in management decisions and support strategic initiatives.
Plan, allocate, and control processes and resources to ensure quality deliverables within timelines and budgets.
Ensure strategy, structure, staffing, and processes align with company quality objectives and goals.
Champion the use of statistical tools for analysis and reporting.
Create operational backups and contingency plans.
Collate and report operational and quality metrics weekly.
Identify deviations from standards and initiate corrective actions.
Provide leadership by guiding, monitoring, and integrating team efforts.
Drive attrition management and staff retention initiatives.
Build relationships through one-on-one sessions and group meetings.
Conduct and support functional training programs.
Ensure service delivery in line with Service Level Agreements (SLAs).
Collaborate with regional offices and offshore locations to understand customer expectations and improve processes.
Continuously improve team knowledge, skills, and productivity.
Assist in trial production and implementation of new business opportunities.
Ensure adherence to ISO objectives and standards.
Participate in day-to-day operational activities as required.
Analyze data and provide meaningful business insights.
Use business intelligence and reporting tools such as:
MS Excel
Qlik
Power BI
Knowledge of  R  and  Python  is an added advantage.
Key Performan  ce Standards
Achieve productivity improvements aligned with organizational goals.
Meet key targets for assigned processes.
Ensure smooth project transitions.
Maintain productive relationships with regions/areas through effective communication.
Efficiently manage human resources through:
Employee motivation
Retention of key team members
Training implementation
Creating a motivating and vibrant work environment
Operational Drivers
Accomplish milestones for assigned projects.
Deliver planned productivity improvements.
Desired Profile Business Skills
Expertise and specialized knowledge
Product knowledge
Process orientation and diagnostic skills
Quality awareness
Accuracy
Analytical thinking and technology orientation
Financial orientation
Strong communication skills (email, verbal, presentation)
Project management skills
Training skills
Report preparation and generation
Customer Orientation
Proactive approach to customer needs
Good listening skills
Ability to establish rapport and build relationships
Company / Industry Knowledge
Knowledge of operational functional areas
Understanding of the shipping cycle:
Sales
Pricing
Customer Service
Operations
Documentation
Knowledge of Intermodal and Logistics Industry
Understanding of organizational business operations
Compliance Requirements
Compliance with ISO requirements related to:
Data privacy
Quality
Processes
Compliance with security awareness requirements
Relationships
Internal:
Peers and subordinates
External:
Regional and overseas office staff
Additional Requirements
Excellent spoken and written communication skills.
Team player with a positive attitude.
Expert user of Microsoft Office products.
Flexible working hours.
Willingness to travel domestically and internationally based on organizational requirements