Service Delivery Manager at Majorel Kenya

Responsibilities

• Regular collaboration, engagement and decision-making (management steering team) 
  • Lead, manage and develop assigned managers through interactions and motivation against performance goals; provide feedback, counseling or coaching as appropriate. 
  • Translate Majorel and client strategy into deliverables 
  • Foster a culture of team spirit and hospitality 
  • Approachable and accessible to team  
  • Take care of administrative direct report related functions 
  • Attrition risk management (alert, communicate to client management & mitigate) 
  • Cultural awareness (understand how people think, lead and get things done across cultures) 
• Maintain a good and professional relationship with the internal account management and client’s team; align with internal departments in a decentralized setup.  
• Manage service delivery results in accordance with service delivery scorecard and based on pre-defined governance structure 
• Be accountable for program level quality of service (CSAT, transaction monitoring, quality auditing), operational performance and likewise contractual obligations. 
• Balance client and internal metrics and maintain performance on target level; provide and implement action plans when goals are not attained 
• Ensure continuous improvement by identifying areas of improvement and addressing them internally as well as with the client based on solid evaluation. 
• Actively participate in best practice sharing with fellow sites. 
• Be accountable for business related implementation of agreements between Global Account Management and client.  
• Provide accurate information to Global Account Management and act transparently. 
• Ensure a proper and organized flow of information and feedback to and from the team. 
• Provide short- and long-term financial projections and maximize internal revenue generated efficiency. 
• Understand and adhere to all company and departmental-related policies and procedures. Profit and Loss Management and Budgeting / Forecasting 
• Recognize and advance Talent 
• Drive the selection process for any team members 
• Understand and influence the end-to-end employee lifecycle  
• Embody and reinforce an Majorel-values-based culture 
• Steer stakeholder communication and decision making in alignment with Majorel and client expectations 
• SPOC for service delivery to the client and the client management team 
• Make decisions based on thorough strategic understanding of drivers and variables affecting LOB 
  • Labor, legal and economic implications 
  • Financial and contractual implication 
  • Service delivery metrics 
  • Technology advancements 
  • Client strategy  

Requirements

• High level of knowledge about the account, including the technical environment, Related Program knowledge and rules, and other requirements related directly and indirectly to our business 
• Excellent organizational skills and exceptional follow through discipline 
• Excellent written and oral communication skills 
• Strong leadership skills 
• Strong analytical skills, strategic thinking 
• Capable of realizing, interpreting and developing the account through partnership with Microsoft 
• Read, create, analyze and interpret financial reports, legal documents, pricing agreements and other relevant documentation 
• Give effective and persuasive presentations on complex topics to general management and program staff 
• Analyze problems, detect root causes and resolve all issues 
•  Analytical skills for planning, job costing and financial calculation 
• Willingness to travel as required 
• Bachelor’s / College Degree or above in any field; business/commerce/economics is considered   advantageous. 
• At least 4-5 years Customer Service Experience, preferably from the BPO Industry in a non-tradition call center business (e.g. Managed Services); experience as an Operations Manager / Sr. Manager of at least 2-3 years in a call center setting. Project Management experience is advantageous. 
• Exceptional English oral, written and comprehension (reading and auditory) skills. 
• Excellent prioritization skills in a dynamic and decentralized environment even under pressure and the ability to coordinate and delegate as appropriate.  
• Excellent interpersonal, people management, leadership, mentoring and coaching skills. 
• Self-motivated, hands-on and independently working individual who is seeking guidance from internal partners and the client if and as appropriate. 
• Above average communication skills and cultural sensitivity. 
• Strong understanding of customer service metrics, processes etc. 
• Good analytical and conceptual skills 
• Presentation skills 
• Interest in Advertising and / or Marketing. 
• Economic sensitivity (P&L) 
• Proficiency on the use of Microsoft Applications such as MS Outlook, Word, MS Excel, Power Point, etc. 
• Innovative in creating alternative solutions that will drive performance improvement. 
• No attendance issues or active written warnings of any nature issued by the current employer. 
• Willing to work on shifting schedules as required by the business / organization .