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www.cvonline.hu

Service Delivery Manager for Customer Service


  • A hirdetés 442 napja lejárt

Job Summary:

 

Our client is looking for candidates for positions of Service Delivery Managers. She or he will have the primary responsibility for partner satisfaction by delivering cost-effective and quality services.

 

Responsibilities:

 

  • Ensure service is delivered according to Service Level Agreement
  • Ensure partner satisfaction goals are met, ensure proper feedback process from the partners is in place and all actions are taken to deliver improvement opportunities on the managed functional area.
  • Identify and proactively manage issues, changes and drivers of the entity performance to continuously improve processes and drive standardization.
  • Ensure appropriate escalation process and act as ultimate escalation point for the managed functional area.
  • Act as process owner of the specific professional area; own and possess the professional knowledge and processes.
  • Ensure that the entity is meeting the principles and rules set up and achieve that the team is aware of and comply with relevant laws and regulations.
  • Participate in process transfers by supporting all improvements in the project phase of transfers and operate activities once transfer takes place.
  • Plan and control financial budget of the managed functional area/cost centre.
  • Develop and coach direct reports, facilitating and enabling them to fulfill their roles both as professionals and people managers.
  • Ensure business communication is delivered on all level of the managed functional area.
  • Plan resources and workforce for standard and peak time, allocate and administer resources (holiday, time sheet, work schedule).

 

Requirements:

 

  • University or college degree, preferably in economics.
  • Proven experience in management of operational processes in the field of Customer Service at a multinational company.
  • Several years of people management experience is a must.
  • SSC background is a must.
  • Project management experience is an advantage.
  • Several years of experience in senior Team Leader role OR experience in coordinating Team Leaders are must.
  • Strong stakeholder management skills.
  • Excellent communication and relationship management skills.
  • Strong analytical skills.
  • Fluency in English and German is a must.

           

This role offers a career-defining opportunity to join a successful and fast growing business and help to shape and build a function that delivers tangible business improvement across a complex European organisation.

 

Location:

XIII. District

Contact:

Eszter Virag

Tel: +36 1 8833 517

E-mail: E-mail cím megjelenítése

Helyek Budapest
Kategória Szervezés / Menedzsment / Cégvezetés
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