
Service Delivery Operations Manager
8 hours ago
The Service Delivery Operations Manager is a critical role at RESO, responsible for overseeing the day-to-day operations of our services delivery team. The ideal candidate will have a strong background in business administration or supply chain management and at least 8 years of experience in insurance, insurtech, or a related field.
Key Responsibilities
• Oversee and manage the delivery of high-quality services from receiving the request to fulfillment, with a strong focus on delightful customer experience and excellence management across the value chain.
• Lead service delivery teams on premise and remote locations, ensuring that enablers (systems, trainings, toolkit, escalation matrix) are available to carry out tasks efficiently.
• Maintain strong relationships with multiple providers to negotiate service contracts and ensure other enablers are available to deliver their services in line with agreed arrangements.
• Design, track, and run analysis on KPIs against specified targets, reporting results on a regular basis to higher management, identifying root causes of underperformance if any, and taking corrective actions as needed.
• Identify touchpoints of improvement during the process and collaborate with internal and external stakeholders to design policies and procedures to execute them.
• Leverage the strength of stc's core services to ensure best-in-class customer experience while ensuring profitability of the Insur Tech and Emerging Services play.
• Handle complaints on a day-to-day basis and collaborate with internal and external stakeholders to resolve them within SLAs and in accordance with SOPs.
• Develop policies & procedure to improve complaint handling and approach a zero-complaint service delivery model in collaboration with stakeholders and constantly track the performance of initiatives.
• Manage day-to-day operations including reconciliation, invoicing, payments & forecasting expenditure in collaboration with finance and other operations within the Insur Tech & Emerging Service value chain.
Requirements
• Bachelor's degree in business administration or supply chain management
• Proficiency in English and Arabic language
• Minimum of 8 years of relevant experience in insurance, insurtech/fin tech service operations, modern trade (electronics), OEM, service centre management. Experience in telecom industry would be a plus point.
About RESO
We are a dynamic organization dedicated to delivering exceptional services to our customers. Our commitment to excellence and innovation drives us to push the boundaries of what is possible. If you share our passion for excellence and are looking for a challenging and rewarding career opportunity, please submit your application.
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