Service Delivery Manager- Sales Account

• Responsible for the day-to-day operations and delivery of operational metrics and client KPIs, including daily service level, customer experience, sales numbers, etc.
• Identifying customer needs, defining metrics, and overseeing service delivery within the business context.
• Maintain positive relationships with customers by proactively engaging with them in line with their expectations.
• Assessing customer feedback and using your knowledge to establish, refine, and improve services offered.
• Responsible for developing the operational talent pool by optimizing the existing team’s skills.
• Motivate and effectively performance-manage the teams to ensure overall targets and business plan delivery.
• Analyze performance stats to determine the appropriate action to meet goals and identify areas of improvement.
• Responsible for Business Continuity.
• Understand new business opportunities through interactions with customers and expand the business.
• Identify process improvement opportunities and work with the support functions to ensure effective implementation and deliver results.
• Ensure quality standards, data security, and company policy compliance are maintained.

Qualifications:

• A graduate with at least four years of managerial-level experience in Account Management.
• Experience in managing OUTBOUND/SALES Campaigns is highly preferred

• Demonstrated skills in leadership, management, and motivation.
• Excellent attention to detail and strong analytical abilities.
• Exceptional leadership, communication, people management, and influencing skills at a senior level.
• Proficient in using business intelligence software and skilled in MS Excel.
• Preferred experience in handling multiple projects concurrently.
• Six Sigma training or certification would be preferred.

Work Location and Schedule:

• This is a work-from-Office role
• Able and willing to work in shifting schedules (including night shift)