Service Delivery Manager - Retail (Cebu City)

About the job : Service Delivery Manager - Retail (Cebu) | Onsite

Nature Of the Account : Retail

Start Date : 2-Dec

Type of Support : Non-Voice

Work Arrangement : 100% Onsite (Cebu)

Shift Schedule | Rest days : 24x7

Educational Requirement : At least 2nd year completed

Work Experience :

With 2-4 years experience with business / operational insight generation and presenting same to client and internal stakeholders

Assurance of Operational commitments / financial know-how on P&L

Extensive knowledge, experience and understanding of MS Excel and other MS Office Tools

Preferred : Six Sigma methodologies / certifications

Relevant Job titles : Senior Group Lead, Group Lead, Operations Manager

Responsibilities :

Oversee Service Delivery : Manage the execution of services to ensure they are delivered efficiently and effectively to meet customer expectations and Service Level Agreements (SLAs).

Customer Relationship Management : Act as a primary contact for clients, building and maintaining strong relationships, addressing their needs, and ensuring high levels of customer satisfaction.

Team Leadership : Lead, mentor, and coach the service delivery team, including creating schedules, assigning tasks, and providing support to team members.

Performance Monitoring & Improvement : Monitor service performance using metrics and KPIs, identify areas for improvement, and implement changes to enhance service quality.