Service Delivery Manager

Job Summary

ROLE AND RESPONSIBILITIES

The role will report into the Customer Director for IBS and will be responsible for the following:

Key Responsibilities

Customer

• All BPO Contact Centre operations
• Delivering service excellence by meeting or exceeding all Client SLA’s
• Achieving call quality requirements
• Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly
• Embedding a “right first time” mentality, and a “first time resolution” philosophy
• Client communication and relationship management as and when required
• Participating in or leading new business bids
• Onboarding and managing new customers seamlessly as IBS wins new business
• Leading Client change projects that impact on Contact Centre operations

People

• Coaching and development of Contact Centre Team Leaders
• Managing team in line with HCL HR policies
• Ensuring the team is always fully resourced with minimum attrition, sickness levels etc
• Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements

Skill Requirements

Technology

• Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate
• Maintaining IBS’ telephony Disaster Recovery Plan

Efficiency

• Managing within Contact Centre annual financial budget
• Ensuring team members are utilised to optimum levels, identifying savings as they become apparent
• To be a key leader in the IBS transformation programme

Contractual & Commercial Awareness

• Ensuring contractual adherence at all times
• Being commercially aware in order to manage costs and optimise revenue

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Preferably degree / professional qualification, a minimum of 5 years internal IBS experience or 5 years expe-rience managing a Contact Centre of at least 50 seats ideally within the financial services industry.

Skills/Knowledge/Experience

• Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge man-agement & technology)
• Responsible for the guidance and development of your team so it is essential one is a good com-municator, able to inspire your team and spot potential. Man (or woman) management skills are a must.
• Management is key
• Build and maintain internal and external/sector-wide relationships
• Self-motivator with the ability to work with ambiguity
• Ability to lead and motivate new teams quickly and effectively
• Mentally agile and decisive - good numerical understanding and sound commercial judgment
• Able communicator. Persuasive and articulate, able to influence and negotiate as necessary
• Understands the risks faced by the team and the controls in place to manage and mitigate risks

REQUIRED WORK EXPERIENCE:

Experience of managing a UK-based Contact Centre of at least 50 seats is essential

Other Requirements

HOW MANY PEOPLE IS A CONTACT CENTRE MANAGER LIKELY TO MANAGE?

Anything from 40 -100 direct and indirect (dependent on the size of business).