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

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