Hi, I am currently applying for service delivery manager position (IJP) internal job in my office Travix international.
Below is the JD
For our office in Bangalore we are looking for a full time Service Delivery Manager Skyscanner
As the Service Delivery Manager you are accountable for the service delivered to Skyscanner customers. You achieve this by coaching your team which consists of Team Manager and Quality Assurance Managers. You ensure that all procedures & processes are executed by your team. You implement & monitor the successful implementation and you report out on this. You work closely with the Skyscanner Account Manager and goal is to ensure that the Skyscanner Team operates within the agreed service & quality levels.
Ensure that the service delivered to Skyscanner customers by the dedicated Skyscanner Team is on agreed Service Level
Ensure that the service provided to the Skyscanner customer is on the agreed Quality Level.
Ensure the Skyscanner team is following the procedures drawn up by Skyscanner for advisors as well as for Quality Assurance.
You are continuously improving your team by making use of several input sources such as Customer Satisfaction measurements, Quality audits, Complaints logbook.
You ensure that every change to processes / procedures is executed by your team. You monitor and report out on this.
You proactively give feedback to business support (WFM, Learning & Development) on how you think your team can better perform.
You support your team managers in their continuous improvement plans, and monitor the progress of their agents. Above that you ensure that all their agents have continuous improvement plans.
You are in close contact with the Sr Quality Assurance manager to stay aligned on the QA strategy and your team's execution on that.
You are in close contact with the Sr Team Manager to be able to ensure alignment on Team Manager performance
You are the main point of contact for Skyscanner when operational matters need to be addressed.