Service Delivery Manager

Experience 10 years

Appropriate experience in Autonomous vehicles automotive systems operational management proven success record in managing operations to achieve high customer satisfaction and operational excellence Operations manager will work with PgM to review weekly monthly and quarterly operations and performance which would be measured against established metrics

Oversee the overall program manage approx 100 150 employees through a team of Team managers Team Leads and with some suppor

Responsibilities

Skills qualifications

Experience 10 years

Appropriate experience in Autonomous vehicles automotive systems operational management proven success record in managing operations to achieve high customer satisfaction and operational excellence Operations manager will work with PgM to review weekly monthly and quarterly operations and performance which would be measured against established metrics

Oversee the overall program manage approx 100 150 employees through a team of Team managers Team Leads and with some support structure to rely on Process Experts Reporting Analysts Ops support etc

Candidate Profile

Knowledge of Autonomous Vehicle lifecycle and radar video LiDAR and allied sensor technologies

Knowledge of automotive systems communication protocols

Experience managing multidisciplinary BPO SSC Contact Centre projects

Education Post Graduate preferably MBA PMP certification or relevant domain certification

Project management experience

Understanding and passion for online productsservices

Ability to define projects execute within timelines and with multiple stakeholders and deliver projects on time and to budget

Ability to effectively operate with flexibility in a fastpaced constantly evolving team environment

Results orientated selfstarter and highly focused

Excellent communication skills and proven capability to build relationships

Consultative management style creative thinking with a pragmatic approach

Experience with onsiteoffshore model and working in a multicultural environment

Experienced working collaboratively with internal key stakeholders including Corporate Functions

Resolve operational business problemsissues and provide solutions within time constraints

Translate client expectations into actionable initiatives

Meet delivery standards defined in a client SOW adhere to SLAs manage teams of Agents Team Leads Team Managers track project milestones and identify process improvement areas

Strive to achieve and overachieve on client Quality Productivity metrics

Work towards fulfillment of contractual obligationscompletion of deliverables

Work with the Human Resources Function to drive employee engagement and performance management

Be in charge of reporting to internal Leadership teams

Further responsibilities

Take complete ownership and accountability for delivery of operational metrics including CSAT SLAs and Capacity utilization for your teams devise daily weekly monthly quarterly strategies to meet targets

Ensure high quality of delivery and performance from the entire team including Team Lead QA Trainers SMEs and Support Personnel

Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines

Ensure deep subject matter expertise of self product knowledge

Ensure bench strength and attrition is under control and does not impact operational excellence

Work proactively with the Google Vendor Manager to deliver cohesive coordinated and highly qualitative customer engagement experience

Continuously look for opportunities to improve customer experience provided by Google and make recommendations to Google Management team

Develop Service and business level agreement to set expectations and continuously measure performance

Developing strategies for project metric improvement beyond industry standards

Advise management on additional resources and situations that will help growth and sustained productivity efforts

Manage project for emergency operations manage client relationship support associate resources for individual growth

Ability to lead performance analysis and longterm strategic roadmaps for high level campaigns

Ability to manage budgets and build budget and performance projections

Ability to prioritize and multitask with little supervision

Strong communication skills to direct any potential issues to relevant stakeholders

Develop and track key business metrics around customer behavior channel analysis and competitive analysis

StakeholderBusiness Management

Deliver on financial goals for the business

Prepare and report process performance metrics to stakeholders

Participate in management discussions Governance discussion Management forums with customer

Identify key cost drivers and ensure they are optimized

Proactively identify opportunities for additional business with customer

Identify opportunities for growth deliver on growth commitments number of people

Anticipate plan for new business get involved in hiring

Share value addition and best practices across teams

Adopt best practices from other processes verticals etc

Customer Relationship Management

Manage customer relationships through regular communication with clients through weekly monthly reviews

Discuss operational issues and Critical to Quality CTQ delivery issues with the customer

Attend customer calls and meetings proactively flag issues and prevent surprises

Manage and resolve escalations and issues raised by customers

Identify better ways to deli

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