Job Description

The Assistant / Deputy Delivery Manager ensures the seamless delivery of services to clients. Responsibilities include leading project teams, addressing reliability issues, problem-solving, making key decisions, monitoring progress, tracking KPIs, and managing budgets.

Key Responsibilities

• Cultivating strong relationships with customers while delivering exceptional customer experiences and supporting business growth.

• Identifying customer needs and ensuring service delivery aligns with business objectives.

• Experienced in managing customer onboarding and transition lifecycle processes.

• Analyzing and resolving delivery issues, while leading a team to ensure timely and accurate service delivery.

• Leading the service delivery team, resolving conflicts, and ensuring processes are executed efficiently.

• Identifying cost-saving opportunities and effectively managing FTEs within budget, without compromising customer satisfaction.

• Gathering and assessing customer feedback to creatively enhance and refine services.

• Collaborating with team leaders to set service delivery criteria and address any arising issues.

• Developing key performance indicators to track and improve business performance.

• Providing high-quality monthly and quarterly MIS reports for management review and analysis.

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Skills Required

• Proven experience in customer service, leadership, project management, quality control, and resource planning.

• Strong communication skills, with the ability to multitask and adapt to different work environments.

• Skilled in developing process improvements to enhance cost-effectiveness and operational efficiency.

• Expertise in defining, streamlining, and standardizing processes, while implementing best practices.

• Proactive mindset with the ability to collaborate with multiple stakeholders, stay organized, and meet deadlines.

Education

• CA Qualified.

• Master’s degree in M.com / MBA   Finance will be added advantage.

Experience

• 10 to 15 years of experience in process delivery, client relations, and people management.

• Project management experience is a plus.

• Extensive expertise in end-to-end finance and property accounting.

• Experience working with U.S. clients and willingness to work in the U.S. time zone.