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).