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Service Delivery Manager

Job Category:

Administration / Corporate Services

Job Level:

Managerial

Open Date:

02-Aug-2021

Location:

CITY OF MAKATI

Close date:

30-Sep-2021

Client Industry:

MANAGEMENT SERVICES

Job Description and Qualification:

MSC Management Team 
  • Develop processes and oversee hiring, on-boarding, training and off-boarding 
  • Responsible for asset deployment and management 
  • Manage MSC account/subscriptions and coordinate with EO tech team for renewals and payment 
  • Approve reimbursement requests and overtime requests 
  • Conduct performance reviews 
  • If necessary on behalf of the Senior Director, escalate all HR concerns to EO’s partner in Manila (JCCI) 
  • Engage in scenario planning where required for future expansion of supporting more products and services at the MSC 
  • Participate in key infrastructure work teams in pursuit of EO’s current reinvention of infrastructure operations 
  • Prepare reports on overall MSC performance and activities for distribution to senior management, Executive Team and the Global Board of Directors 
  • Create a positive work environment culture 

Supervision of Associates 
  • Lead and inspire the associates in the respective work streams to pursue EO’s initiatives to the best of their abilities 
  • Coach and train staff continuously for at least six months post onboarding 
  • Assess scope expansion and change where necessary 
  • Observe, analyze and manage dips, fluctuations and spikes in associate workloads 
  • Serve as point of contact/gatekeeper for all ad-hoc projects and requests 
  • Engage with associates’ key team stakeholders for performance awareness 

Operations and Service 

  • Together with Team Leads, hold periodic meetings to share best practices and learnings. Identify similarities and gaps and address with EO where necessary. 
  • Ensure all red flags are raised in a timely manner 
  • Share with EO best practices on training, on-boarding and service 
  • Monitor conversations on Live Chat for trends, member satisfaction and more; report to EO key insights on a monthly basis 
  • Document overviews of the weekly and monthly reporting completed by associates on output and trends 

Interested applicants may send applications to aira.arcos@johnclements.com or contact the recruitment-in-charge at 09178415981

Salary:

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