*Delivery Manager | Kolkata / Thane*

*Location:* Kolkata / Thane

*Experience:* 10-15 Years

*Band:* BPO 4/5

*Salary:* Up to ₹17 LPA

*Job Type:* Full-time

Education

- Accounting & Finance - http://B.Com / http://M.Com, MBA - Finance, ICWA, CA

Job Requirement

*Customer Management*

- Manage Client relationships. Lead Client meetings and discussions - Govern, Review, drive and manage Client defined SLAs and internal metrics

- Work closely with multiple Client Stakeholders to understand various business requirements

- Pro-active approach towards planning and execution to meet customer's expectations

- Develop and drive service improvements based on RCA’s, trends and customer inputs

*Delivery Management*

- Analyze daily performance indicators, encourage awareness and drive performance improvements

- Drive strategies towards consistent performance as per agreed SLAs and continuous improvement

- Ensure appropriate Staffing and future pipeline

- Establish clear internal and external governance structure

- Front end customer and lead periodic review discussions

- Provide leadership, guidance and feedback on individual and team performance

- Maintain strong relationships with internal / external stakeholders and address business needs effectively

- Drive adherence to audits and compliance requirements

- Understand project cost and budget gross margin, revenue and cost levers. Lead P&L for the location

- Manage Escalation and resolution handling

*People Management*

- Lead a team of upto 400 team members across various roles

- Performance evaluations of the team at location level

- Employee engagement, motivation and People Retention activities

- Provide Job-enrichment opportunities and create platform for internal growth

*Infrastructure Management*

- Ensure up and running software and hardware infrastructure for smooth operations

- Ensure availability of Tech-support in case of outages and back-up plan to keep production impact at minimum

- Effective seat utilization

- Working in collaboration with various operations support functions to ensure a green project

Skills

- Customer focus, Drive for results in a team and ability to take ownership

- Strong analytical skills

- Flair and ability to evaluate business opportunities and make sound business judgements

- Relationship building and networking skills

- Strong communication and presentation skills

- Ability to complete a assignment / job within stipulated timeline

- Flair for comprehending the finance documents

- Strong Team player, ability to manage conflicts

- Ability to mentor and guide teams

- Strong execution skills with focus on clear, realistic action steps and timelines

- Good facilitation skills, strong verbal and written communication

- Ability to work effectively in ambiguity, shifting priorities and multiple deadlines

- Possess excellent interpersonal skills, open to all available shifts