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Sedgwick
Primary Purpose
Own all aspects of service delivery management for one or more customer contact outsourcing contracts. Own and drive the management of contract operations and performance. Invest in the performance and growth of the outsourcing contract and its financial and operational performance.
Oversee all work delivered through a remote and hybrid service delivery operation, including managing the team, implementing and improving standard processes and tools to drive operational efficiencies, and meet operational and financial commitments. Partner with the Recruitment and Learning and Development teams to source, assess, develop and retain the most suitable candidates.
Key Responsibilities:
The Service Deliver Manager’s key responsibilities include:
· Service delivery and SLA management for one or more customer contact outsource contracts
· Client and stakeholder management
· Team leadership, management and development across the service delivery operation, quality management and training teams
· Commercial / P&L contract management
· Maintain and build client relationships to understand and enable us to meet current and future requirements.
· Oversee and guide all activities of the teams including the sourcing and training of candidates, operational and quality performance, team engagement, support, development and retention.
· Coordinate SLA management and tracking of the teams’ overall performance in accordance to defined SLAs
· Ensure team follows best practices and maintain service level agreements.
· Monitors department issues and risks, client complaints.
· Develop problem management and service improvement plans.
Personal Development
· Maintenance of personal development portfolio (PDP) & CPD hours if an accredited individual
·
Other roles and tasks as directed by Business Unit Lead
Qualifications
Education and Experience
- A minimum of 5+ year’s in a similar contact management, service delivery operation with full end to and responsibility for one or more outsource contracts.
- Service delivery management experience in contact management outsource contracts.
- General insurance background and/or a degree in business or related discipline desirable. APA or CIP qualified desirable.
- Experience with training and managing quality in customer contact outsource environment
- Project Management experience and qualification desirable
- Excellent written and verbal communication skills
- Experience managing Work Force Planning / Optimisation
- Excellent motivational and organisational skills
- IT literate including all MS platforms
Preferred Capabilities and Attributes
The Service Delivery Manager must be collaborative and communicative with the ability to influence and manage people across a matrixed organization and in a supportive capacity to achieve the Company’s goals. It will be required that the successful candidate develops a solid understanding of all aspects of the Claims Solutions. The role requires operational excellence, project management and continuous improvement skills.
The position requires:
- Ability to influence and manage complexity in a matrix environment
- Solution focused with a high levels of motivation and enthusiasm
- Operational excellence & business transformation skills
- Responsibility, accountability and ownership
- Collaborative, honest and proactive approach
- Positive, energetic and forward-thinking attitude
- Analytical and interpretive skills
- Ability to create and complete comprehensive, accurate and constructive written reports
- Ability to work in a team environment
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Bachelors Degree
