The SDM is responsible for the delivery of specific transcosmos’ Managed Services. They will work with the relevant Business Relationship Managers to identify service requirements, and develop service strategy, which it is the responsibility of the SDM to execute. All Managed Services personnel working within their service report to the SDM.
Key Tasks and Responsibilities
- Responsible for the management of a service. This includes Service Management and line management of the staff including the TL(s) and Agents or Engineers engaged in providing the service.
- Accountable for all the activities required to deliver a successful service and ensure is delivered to a consistently exceptional standard and as defined in the SOWs.
- Accountable for Financial service Management
- Work with the Business Relationship Manager to develop clear Service strategies, objectives, and goals. Ensure your teams understand and deliver to these.
- Set and monitor detailed KPI’s to ensure the effective day to day operations of the Service
- Work with Site Operations Manager and Business relationship Manager to implement effective training, reporting, process, and quality programs across your teams.
- Work with Transcosmos’s customers and represent Managed Services Department
Requirements
- Skills / Attributes Required
- Highly customer focused
- Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
- Ability to motivate and drive a team of people to provide high level managed services
- Ability to earn the respect of internal and external customers, colleagues, and management
- Excellent organizational skills
- Good attention to detail
- Excellent problem-solving skills
- Technical:
- Good Knowledge of Microsoft Office products
- Behavioral:
- Working Collaboratively:
- Accountability
- Adaptability
- Initiative: Being proactive
- Planning amp; Organizing
- Delegating and Empowering
- Managing Change
- Qualifications [EDUCATION and/or EXPERIENCE]
- Candidate must possess at least Bachelor’s/College Degree, any field.
- Previous experience in BPO and Customer Service and/or technical account
- At least 5 years team management experience
- Have a proven track record demonstrating the skills and qualities outlined in this document.
Benefits
We are offering you the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader. At Transcosmos, we pride ourself on a fun, healthy and encouraging work environment within the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
· Competitive compensation packages
· HMO/Medical and dental coverage
· Life insurance
· Non-taxable allowances
· Night differential
· And much much more!