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Service Delivery Leader - US Banking - from Customer Service - Noida

10-20 years

Noida

1 vacancy

Service Delivery Leader - US Banking - from Customer Service - Noida

iEnergizer

posted 1d ago

Job Description

IEnergizer Noida Sec 60 is hiring.


The role is WFO and would involve night shifts as this is for an International US Banking - Customer Service / Front Office


  • Looking for a SDL Operations with hardcore US Banking experience, should be from International US Banking (Preferable Customer Service / Front Office) background only.

  • Required Experts with Sr. Manager & above levels.

Interested Please share your resumes at sharandeep.kaur@ienergizer.com or reach out Sharandeep Kaur at 9266364422


JD - SDL - Operations - US BANKING - Blended Process.

  • Managing delivery of international account.
  • Delivery matrix and contractual SLA management.
  • Ensure timely and accurate reporting of performance metrics and SLAs to the Management
  • Day to day client management.
  • Managing a span of 200+ FTs across multiple account.
  • Lead all client and internal calls for the process, single point of contact.
  • Responsible for deploying optimal workflow to deliver the desired delivery goals.
  • Deploy and review proper Quality Control measures and Tollgates in process.
  • Monitor and review trend analysis on dashboard/ MIS/ performance reports and recommend/ guide solutions and efficiency measures for further improvements.
  • Identify opportunities to streamline business processes and systems. Represent the company and actively participate in operational reviews, MBRs/QBRs.
  • Direct workflow, training and other shared services for optimum functioning of account.
  • Manage attrition and career planning of all employees within span of control.
  • Grow account strategically to increase top line for the Organization.
  • Manage and improve profitability of the account.

Educational qualification- Must be a Graduate.

Work experience - 12+ years of relevant experience. Should be from a BPO Background only and should have handled International US BANKING Campaigns.

Special requirements

  • Strong written and verbal communication & technical writing skills.
  • Strong understanding of contracts and key BPO dynamics governing them.
  • Strong customer service orientation and client management skills.
  • Fundamentally a strong people manager. Should be able to guide a team to success.
  • Highly organized with a proven track record of delivering to deadlines.
  • Exceptional attention to detail and output oriented & work under pressure
  • Excellent People Management & leadership qualities.


5 Days working from office + Rotational Shifts + NO CABS


12 - 25 Years


BPO / Call Centre / ITES - International Process ONLY


Noida


Employment Type: Full Time, Permanent

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What people at iEnergizer are saying

3.8
 Rating based on 10 Service Delivery Leader reviews

Likes

Everything is good. Management is very supportive

  • Salary - Excellent
  • +6 more
Dislikes

Nothing. Everything is fine

Read 10 Service Delivery Leader reviews

Service Delivery Leader salary at iEnergizer

reported by 38 employees with 14-21 years exp.
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₹10.8 L/yr - ₹26.6 L/yr
8% less than the average Service Delivery Leader Salary in India
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