Why does this role exist
Veremark is expanding so we're growing our team to better support our customers.
You will handle service delivery management to ensure our customers continued satisfaction.
Why join the Veremark team
As part of a fast-growing team, you will be able to make a difference from day one and have clear visibility into your contributions.
As the Service Delivery Manager, you will be responsible for ensuring that our team leaders and their direct reports deliver fantastic service that meets or exceeds customer requirements and that our customers receive exceptional support.
Experience
What are we looking for
An ambitious, detail-oriented individual based in India who wants to work for an exciting company in a role with significant upside potential and the opportunity to play a pivotal role in shaping our delivery team.
The skills and experience you need to be successful:
The Service Delivery Manager will:
- have direct supervisory responsibility for a group of team leads and their assigned delivery staff including but not limited to daily/weekly/monthly productivity and quality scores, overall performance and corporate citizenship, coaching and professional development.
- be responsible for aged-order management, i.e., monitoring and analyzing check volumes, expediting and troubleshooting delivery issues for checks processed via assigned teams.
- collaborate with the other Service Delivery Managers, Service Delivery leadership, and Quality Team to review and resolve issues, and align and improve processes.
- identify opportunities for service delivery improvements and cost savings
- collaborate with Vendor Management to evaluate and implement changes to realize improvements and/or savings.
- Create documentation on various topics including product, processes, service delivery FAQs and compliance for publication in the Corporate Wiki.
- provide backup to the assigned team leads and perform service delivery tasks as and when needed.
- handle and resolve service and product-related queries from sales, account management, customer support, client services.
- Learnings and insights from these interactions will be documented and published to the Company Wiki to upskill delivery team colleagues and inform future engagements with Veremark internal and external clients..
Key experiences required:
- Strong knowledge of the background screening industry operations and international check landscape
- Managing a headcount between 20 to 50 people over time
- Managing teams in a remote fashion and motivating them to perform as such in a hyper professional environment
- Proven process improvement track record with experience in automation, RPA and or AI to drive productivity
