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Industry
ITES/BPO
Function
IT

Customer Service/Call Centre/BPO
Role
Manager - Service Delivery
Delivery Manager
Posted On
18th Sep 2019
Job Ref code
151987
Job Description
Job Description :
  • GENERAL DUITIES AND RESPONSIBIITIES :
    • Works with Front Arena PS members of Implementations/Conversions management team to establish division business strategies that align with corporate goals and objectives; effectively communicates strategies translating them into actionable items.
    • Demonstrates leadership by establishing and articulating a clear vision of success and how goals and objectives will be achieved.
    • Performs resource planning and allocation; supports direct reports in meeting conversion timelines and requirements.
    • Manages a staff of multi-functional and technical professionals:
    • Performance management: establishes clear performance goals that align with team, division, and corporate goals; communicates strengths/development needs; mentors and coaches team members; provides challenging assignments and opportunities for development; recognizes, rewards, and communicates individual accomplishments and contributions.
    • Staffing: approves hiring recommendations; holds direct reports accountable for staff continuity; maintains varying and complimentary levels of skills, knowledge, and abilities across multiple teams.
    • Employee relations: fosters and promotes cooperation and information sharing among team members; proactively addresses performance issues through appropriate Human Resources tools.
    • Uses knowledge of FIS’s conversion management principles and methodologies to identify, develop, and implement new processes, improve existing processes, and/or eliminate ineffective processes; holds teams accountable for compliance.
    • Uses financial and qualitative information and tools to effectively establish and manage budget and revenue goals.
    • Understands technical and functional concepts of Front Arenaincluding the interrelationships between products and technologies that support products.
    • Interacts directly with clientsat a senior/executive management level, managing problem escalation and providing sales support.

• Remains abreast of industry trends and technology standards.
• Work very closely with the other regional Front Arena PS leads for demand fulfillment
EDUCATION REQUIREMENTS
Bachelor’s degree in business, management information systems or computer science or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Requires strong Financial industry experience
• Requires strong management skills, organizational, team building, coaching and mentoring skills
• Requires general business skills, industry knowledge, financial management and planning skills, long-term vision and executive presence
• Ability to identify, address and resolve employee related issues
• Strong analytical, statistical and problem solving skills
• Ability to utilize judgment in decision making process and decisions related to job tasks
• Ability to meet tight deadlines
• Excellent skills in communicating ideas both verbally and in written form in a clear, concise and professional manner including presentations
• Ability to communicate effectively with all levels of management in an organized, professional manner
• Skill in productivity, planning and workload management
• Ability to design, document and implement process improvements
FIS JOB LEVEL DESCRIPTION
Senior management role. Manages, perhaps through subordinate managers/supervisors, activities of 2 or more sections within the department with responsibility for results, including costs, methods and staffing. Establishes operational objectives and work plans and delegates assignments to subordinates. Objectives are reviewed by senior management to determine success of operation. This role is involved in developing, modifying and executing company policies that affect immediate operations. Works on issues where analysis of situations or data requires an in-depth knowledge of organization objectives, implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results, and establishes and ensures adherence to budgets, schedules, work plans, and performance requirements. Regularly interacts with senior management or executive levels on matters concerning several functional areas and/or customers. Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship. This level requires the ability to communicate with all levels of management. Typically requires a minimum of eight years of experience in a leadership role.

About Company

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice.

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here and here

For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability
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