Service Delivery Manager - Customer Care 4C
Core
Oversee day-to-day customer care operations, manage team performance against SLAs/KPIs, and drive service enhancements for global enterprises.
Role type
Service Delivery Manager (Customer Care)
Builds
Customer support services and operational workflows
Domain
Banking and Financial Services
Deliverable
dashboards & analysis
Required skills
Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management
Preferred skills
ITIL V3 Foundation, PMP
Technologies
None stated
Responsibilities
Oversee day-to-day customer care operations, Manage team performance against defined SLAs and KPIs, Collaborate with cross-functional teams including Quality, Training, and Workforce Management, Lead and mentor team managers, Analyze customer feedback and operational data, Support client interactions by addressing operational queries, Implement continuous improvement initiatives, Ensure adherence to company policies and regulatory requirements