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Service Delivery Manager

Raya Customer Experience
6th of October, Giza

Service Delivery Manager

6th of October, GizaPosted 1 month ago
79Applicants for1 open position
  • 48Viewed
  • 6In Consideration
  • 2Not Selected

Job Details

Experience Needed:
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Job Description

  • Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and  invoice and account receivable issues.
  • Set and meet performance targets; participate with the upper management in designing performance key 
    metrics and KPIs [All Lines].
  •  Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.
  •  Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.
  •  Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives.
  •  Follows the implementation approach for any new scope or change of scope required by the client 
  •  Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations.
  •  Constantly update the service manual for assigned project and present this to the client for approval.
  • Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained.
  •  Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers)
  • Communicates with Call Center clients concerning the business / operational results.
  • Applies operational, qualitative and business analysis of project operational processes.
  •  Updates constantly service manual for assigned project and presents this to the client for approval.
  •  Oversee all the activities of own team to ensure high performance levels and efficient implementation.
  • Responsible for the professional development of own team and ensure it is aligned with the organizational 
    career progression and succession plans.
  • Responsible for setting the team objectives in correlation with the department objectives, provide coaching 
    and action plans required to achieve objective

Job Requirements

  • Language Proficiency: Excellent written and Spoken English
  • Bachelor’s degree
  • Flexibility to manage projects and operational initiatives that are not projects
  • Ability to assess information, identify solutions and make fact-based recommendations.
  • Bachelor’s Degree in Business, Marketing, Economics or any related field.
  • Effective writing and excellent presentation skills.
  • Excellent verbal and written communication skills
  • Good organizational skills.
  • Services methods and products, analyses and techniques.
  • Strong analytical mind.
  • Strong business acumen and good knowledge of the market dynamics.

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