Service Delivery Director
3 days ago
We are looking for a seasoned service delivery expert to join our team, responsible for developing and implementing strategic initiatives to drive service excellence and continuous improvement.
Key Responsibilities:
- Develop and implement strategic plans to improve service delivery and customer experience.
- Collaborate with cross-functional teams to align service delivery goals with priorities and customer needs.
- Monitor team performance against service level agreements (SLAs) to ensure consistent and exceptional delivery of customer support.
- Advocate for innovative tools and system enhancements to improve efficiency and create a seamless customer journey.
Requirements:
- 8+ years of experience in service delivery or operations management, preferably in mid-to-large scale environments within the payments, FinTech, or financial services industry.
- Proven track record of managing large-scale service delivery teams, with a focus on KPI-driven performance and customer-first outcomes.
- Hands-on experience working in fast-growth or scale-up organizations, particularly in the service domain.
- Demonstrated experience managing service delivery via BPO organizations, ensuring alignment with company standards and customer expectations.
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