Service Delivery Manager

Job Summary:

The Client Operations Manager is responsible for managing the delivery of back-office operations for multiple clients, ensuring efficient service delivery and maintaining high levels of client satisfaction. The role involves working closely with clients to understand their requirements, address any issues, and implement process improvements for optimized service delivery. The ideal candidate will have experience in managing back-office operations and leading a team of up to 75 people.

Key Responsibilities:

• Client Management: Serve as the primary point of contact for multiple clients, building strong relationships and ensuring that client needs are met.
• Service Delivery: Manage and oversee back-office operations, ensuring smooth execution of services in line with client expectations and service level agreements (SLAs).
• Team Management: Lead and manage a team of up to 75 members, ensuring high performance and productivity.
• Issue Resolution: Identify and resolve operational challenges in a timely manner, ensuring minimal disruption to client services.
• Process Improvement: Analyze current processes, identify inefficiencies, and implement improvements to enhance productivity and service quality.
• Reporting & Analysis: Prepare and present regular performance reports to clients and internal stakeholders, highlighting key metrics and areas for improvement.
• Client Onboarding: Support the onboarding of new clients by ensuring their requirements are seamlessly integrated into the operations.
• Skills:
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple client accounts simultaneously.
• Proficiency in Microsoft Office Suite and CRM software.
• Analytical mindset with the ability to interpret data and make data-driven decisions