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