Operations - Service Delivery Leader

Kelly Services
  • Chennai
  • Confidential
  • 10-15 years
  • 26 Aug 2015

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Complete ownership of seamless service delivery of the work stream in scope customer deliverables
Get into the details of the work performed by the teams, do complete analysis of all errors, suggest, document and implement preventive measures to improve service delivery
Ensure that all SLAs are met, measured and reported to the clients on agreed frequency
Run the governance with clients and share performance of the team, seek feedback to identify improvement areas, and maintain action logs to record, track and close the issues
Implement, maintain and further improve the quality assurance in the work streams across different products, namely, accounting, reconciliation, reporting
Act as final escalation point of contact for all service delivery related matters of the stream
Conduct team meetings, collect information on people issues and implement actions to address them.
Coach and mentor the team members to increase their areas of responsibilities
Review the performance of team, conduct feedback sessions and keep track of improvement areas
Succession planning of key team members foresee the risks and plan in advance for replacements
Chartered Accountant/ Management Account/ MBA (Finance)
At least 10 years of post-qualification experience in service delivery in F&A functions
Good communication skills should have fluent oral and written English skills
Good presentation and analytical skills
Should have exposure to accounting and MIS in large corporations
Knowledge of MS excel, word, PowerPoint, outlook, and office equipment's like scanner, fax

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Kelly Services