Assistant Delivery Manager

Key Responsibilities

• Cultivating strong relationships with customers while delivering exceptional customer experiences and supporting business growth.
• Identifying customer needs and ensuring service delivery aligns with business objectives.
• Experienced in managing customer onboarding and transition lifecycle processes.
• Analyzing and resolving delivery issues, while leading a team to ensure timely and accurate service delivery.
• Leading the service delivery team, resolving conflicts, and ensuring processes are executed efficiently.
• Identifying cost-saving opportunities and effectively managing FTEs within budget, without compromising customer satisfaction.
• Gathering and assessing customer feedback to creatively enhance and refine services.
• Collaborating with team leaders to set service delivery criteria and address any arising issues.
• Developing key performance indicators to track and improve business performance.
• Providing high-quality monthly and quarterly MIS reports for management review and analysis.

Skills Required

• Proven experience in customer service, leadership, project management, quality control, and resource planning.
• Strong communication skills, with the ability to multitask and adapt to different work environments.
• Skilled in developing process improvements to enhance cost-effectiveness and operational efficiency.
• Expertise in defining, streamlining, and standardizing processes, while implementing best practices.
• Proactive mindset with the ability to collaborate with multiple stakeholders, stay organized, and meet deadlines.

Education

• CA Qualified.
• Master’s degree in M.com / MBA Finance may be an added advantage.

Experience

• 10 to 15 years of experience in process delivery, client relations, and people management.
• Project management experience is a plus.
• Extensive expertise in end-to-end finance and property accounting.
• Experience working with U.S. clients and willingness to work in the U.S. time zone.