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Service Delivery Manager

  • Operations/Management
  • Egypt

Job Description :

Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and  invoice and account receivable issues.Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines]. Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff. Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items. Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives. Follows the implementation approach for any new scope or change of scope required by the client  Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. Constantly update the service manual for assigned project and present this to the client for approval.Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained. Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers)Communicates with Call Center clients concerning the business / operational results.Applies operational, qualitative and business analysis of project operational processes. Updates constantly service manual for assigned project and presents this to the client for approval. Oversee all the activities of own team to ensure high performance levels and efficient implementation.Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objective

Job Requirements :

Language Proficiency: Excellent written and Spoken EnglishBachelor’s degreeFlexibility to manage projects and operational initiatives that are not projectsAbility to assess information, identify solutions and make fact-based recommendations.Bachelor’s Degree in Business, Marketing, Economics or any related field.Effective writing and excellent presentation skills.Excellent verbal and written communication skillsGood organizational skills.Services methods and products, analyses and techniques.Strong analytical mind.Strong business acumen and good knowledge of the market dynamics. 

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