Service Delivery Manager

Manager – Service Delivery (Customer Service Process)

Designation: Manager – Service Delivery

Process: Customer Service

Organisation : Shipping MNC

Experience: 8–13 Years

Qualification: Graduate from a reputed university

Location: Mumbai

Reporting To: Director

Job Description – Key Expectations:

• Good knowledge of the shipping and logistics domain.
• Ability to achieve targets and consistently exceed them.
• Contribute ideas and suggestions to improve processes.
• Identify issues/patterns in processes and recommend solutions.
• Record and maintain productivity data in respective databases and Excel sheets.
• Perform all activities with high accuracy and minimal errors.

Responsibilities :

• Overall responsibility for managing specified Customer Service processes/teams.
• Participate in management decisions and support strategic initiatives.
• Plan, allocate, and control processes and resources to ensure quality deliverables within timelines and budgets.
• Ensure strategy, structure, staffing, and processes align with company quality objectives and goals.
• Champion the use of statistical tools for analysis and reporting.
• Create operational backups and contingency plans.
• Collate and report operational and quality metrics weekly.
• Identify deviations from standards and initiate corrective actions.
• Provide leadership by guiding, monitoring, and integrating team efforts.
• Drive attrition management and staff retention initiatives.
• Build relationships through one-on-one sessions and group meetings.
• Conduct and support functional training programs.
• Ensure service delivery in line with Service Level Agreements (SLAs).
• Collaborate with regional offices and offshore locations to understand customer expectations and improve processes.
• Continuously improve team knowledge, skills, and productivity.
• Assist in trial production and implementation of new business opportunities.
• Ensure adherence to ISO objectives and standards.
• Participate in day-to-day operational activities as required.
• Analyze data and provide meaningful business insights.
• Use business intelligence and reporting tools such as:
• MS Excel
• Qlik
• Power BI
• Knowledge of R and Python is an added advantage.

Key Performan ce Standards

• Achieve productivity improvements aligned with organizational goals.
• Meet key targets for assigned processes.
• Ensure smooth project transitions.
• Maintain productive relationships with regions/areas through effective communication.
• Efficiently manage human resources through:
• Employee motivation
• Retention of key team members
• Training implementation
• Creating a motivating and vibrant work environment

Operational Drivers

• Accomplish milestones for assigned projects.
• Deliver planned productivity improvements.

Desired ProfileBusiness Skills

• Expertise and specialized knowledge
• Product knowledge
• Process orientation and diagnostic skills
• Quality awareness
• Accuracy
• Analytical thinking and technology orientation
• Financial orientation
• Strong communication skills (email, verbal, presentation)
• Project management skills
• Training skills
• Report preparation and generation

Customer Orientation

• Proactive approach to customer needs
• Good listening skills
• Ability to establish rapport and build relationships

Company / Industry Knowledge

• Knowledge of operational functional areas
• Understanding of the shipping cycle:
• Sales
• Pricing
• Customer Service
• Operations
• Documentation
• Knowledge of Intermodal and Logistics Industry
• Understanding of organizational business operations

Compliance Requirements

• Compliance with ISO requirements related to:
• Data privacy
• Quality
• Processes
• Compliance with security awareness requirements

Relationships

• Internal: Peers and subordinates
• External: Regional and overseas office staff

Additional Requirements

• Excellent spoken and written communication skills.
• Team player with a positive attitude.
• Expert user of Microsoft Office products.
• Flexible working hours.
• Willingness to travel domestically and internationally based on organizational requirements