Service Delivery Manager
Boldr, Philippines

WHAT WILL YOU DO

People Management

• Identify growth and development opportunities for Team Captains and team members
• Monitor, improve, and maintain healthy operational efficiencies such as attendance, punctuality, and any other people indicators.

Performance Quality Management

• Monitor and assess Team Captains’ and team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
• Ensure that Team Captains and team members are properly trained and working consistently to meet client needs.
• Ensure that the team captains meet company and client-specific KPI targets.
• Execute and follow standard operating processes.

Logistics

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company and or client.

Internal Coordination

• Work with the CXM to make recommendations for their Team Captains’ and team member's career path, and assist in making a comprehensive development plan for them.
• Relay consistent challenges to CXM in a timely and efficient manner
• Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader.
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization
• Work directly with CXM to identify root causes and develop an action plan to meet KPI targets.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes.
• Demonstrate mastery of the company and Client’s offerings (i.e. its products and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

Requirements

YOU HAVE

• Bachelor's/College Degree in any related field you’re passionate about!
• At least 2 years of experience leading supervision/leadership roles
• At least 3 years of Client facing experience
• At least 3 years of experience providing coaching
• Basic knowledge of Root Cause Analysis
• Lean Six Sigma knowledge is a plus!
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs, Google Slides) and MS Office applications
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to others, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Ability to accept feedback gracefully and with an open mind.
• Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization.

Benefits

• Private Health Insurance
• Paid Time Off
• Training amp; Development
• Performance Bonus

Job Rewards and Benefits