Service Delivery Manager
Canon india private limited
- Currently heading the BPO services for Canon India and accountable for managing contact center service delivery as a Third party Business Process Outsourcing (BPO) vendor managing multiple client accounts. Drives Transformational objective for the Account ensuring end to end customer objectives are met and have a positive customer experience
- Focus on Client relationship and ramp up of New & Existing Accounts & Manages the Project Scope. Formulate, Design, construct Proposal, cost case, present transition solution & construct transition Implementation plan for New Client
- Handle End to End transition for ecommerce clients and Service level (SLA) management, customer satisfaction (NPS) across the customer base. Ensuring information systems and the review structure for SLAs, FTEs and Net Promoter Score (NPS) which are in place and managed effectively
- Provides expert and consulting problem management support to difficult, high profile customer issues and ensures root cause analysis is conducted and a corrective action plan is followed
- Oversees the integration of all service delivery units and constantly improves the quality and inter working of the whole team onsite & offshore stakeholders using six sigma methodologies ensuring a seamless end to end delivery of service for the client
- Ensure robust tools and where relevant technological platforms are in place to support customer environment and best service solution
- Champions team working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
- Worked on Process assessments (Due diligence), Process Mapping, solution design, FTEs requirement, RFP / RFI responses, Migrations, project management, risk assessment and mitigation, client management and Deliverables, Including IT, People, Technology, Service delivery, Internal Controls, Process evaluation and Consulting.
- Designing and strategy approach as per the client/ process requirement for Service Delivery and six sigma methodologies
- People Management, Process and Performance ensuring all process and procedures are continually reviewed, improved and changes communicated for effective implementation.
- Managing multiple teams located onshore and offshore. Establishing and providing metrics services including Customer Satisfaction, Volume metrics, turnaround time, quality etc.
- Supporting Sales, Presales for the ecommerce domain, Coordinating and analyzing the bid management process, RFP / RFI as per the desired / targeted project/opportunities and Strategy.