Service Delivery Manager plans, organizes, controls, and evaluates the activities of his staff by supervising and mentoring as necessary. This responsibility must be carried out in accordance with company data standards and within agreed service level agreement to meet operational business needs.
The position also contributes to the development and implementation of organizational strategies, policies, and practices.
Tasks and Responsibilities:
- Continuously evaluate current ways of working, identify control weaknesses, develop solutions, and implement improvements.
- Maintain Standard Operating Procedures in conjunction with global requirements.
- Ensures all policies and procedures are consistently administered.
- Responsible for meeting key performance indicators targets for a given task/function
- Responsible for hiring, coaching, training, and developing subordinates
- Prepare departmental KPIs/Metrics for forecasts, timely communications, and documentation
- Interact with key stakeholders and engage with monthly business review, customer escalation and resolution management
- Reviewing performance and evaluating individual and team results, setting up goals, objectives and targets and evaluating the performance in line with service and performance management framework of Schenker Global Business Services
- Conducting workforce demand management (including attrition/retention management of allocated staff)
- Performs all other job-related duties as requested.
- Bachelor’s degree graduate, preferably Accountancy or Business related course. CPA has an advantage.
- Highly detail oriented and organized in work
- Very good experience in quality management as well as business continuity management (including management of risks and incidents)
- Good understanding of process management as well as service and process-related performance measurement
- Proven leadership skills, with the ability to develop people and act as a role model and coach
- Ability to act and operate independently with minimal daily direction from manager to accomplish objectives
- Excellent interpersonal, communication and problem-solving skills
- In-depth end-to-end process knowledge of the processes
- Outstanding customer service orientation and stakeholder management skills
- Excellent analytical skills and very strong continuous improvement skills
- Strong and strategic business understanding and an excellent ability to understand and manage complex situations in a fast-paced environment
- Previous working experience preferably in large/global organization
- Advanced understanding of MS Office and how to utilize the different functionality
- Self-motivational and ability to inspire others i.e. confidence and initiative
Benefits:
Professional Development
We're strong believers in continual training and development for our people. After all, your success is our success.
Work-life Balance
Our vacation and leave policies reflect our belief in proper work-life balance.
Life Insurance
We offer financial protection or assistance in dealing with adverse circumstances or surviving dependents in the event of the insured's death.
Mobile/Communication Allowance
We offer a monthly allowance for business-related communication needs through reimbursement.
Medical Coverage
We offer great HMO benefits with dental coverage to help the employee on difficult times of sickness and emergency.
Medicine Reimbursement
We offer an annual reimbursement for medicine and optical needs.
Uniform & Clothing Allowance
We offer a non-taxable monthly cash assistance for the employee's basic needs such as clothing.
Laundry Allowance
We offer a non-taxable monthly laundry cash assistance.
Parking Space
We offer a free parking space for employee's convenience.
Rice Allowance
We offer monthly rice allowance
Accident Insurance
We offer financial protection to an employee who suffered work related injury.
Vacation Leave
We offer paid Vacation Leave
Sick Leave
We offer paid Sick Leave
Birthday Leave
We offer paid Birthday Leave to be availed on the employees'birth month.
Bereavement Leave
We offer paid Bereavement Leave of 3 days for the death an immediate family member.
Birthday Gift
We offer Birthday Gift for employees to be given during their birth month.
Maternity Benefit for Female Employees
We offer reimbursement of hospital bills with maximum amount of Php20,000 for normal delivery and Php30,000 for miscarriage and legal abortion provided that medical procedures are performed.