**Sutherland** is seeking an attentive and analytical, accountable, dynamic & people's person to join us as an** Associate Manager - Service Delivery** to be responsible for overseeing the customer deliverables, process maintenance & improvement, and people management as a part of service delivery.
We are a group of dynamic and driven individuals.
If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
**Associate Managers in this role get to**:
**Keep Management Updated**: Relay vital information in the form of timely and accurate reports.
**Impact the Bottom Line**: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
**Define Sutherland's reputation**:Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs.
**Strengthen Relationships**: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
**Qualifications**:
- Experience Eligibility: Minimum 2 years TL experience
- Product & Process Knowledge on different types of customers and their respective service eligibilities.
- Presentation Communication Skills: Knowledge on Mentoring Model/Activities.
- Ability to identify mentor opportunity based on Monitor evaluation: Conduct one on one coaching with Consultant based on Coaching Model and Coaching process and Huddle Sessions, create Coaching Log and Document, conduct huddles pertaining to Top Drivers and Transaction Opportunities observed.
- Create awareness on the coaching opportunity on Agent-level and Team-level for Quality Advisory.
- People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
- Knowledge of metrics, their measurements, thresholds, targets and process owners.
- Call-out Defects pertaining to Efficiency, Quality, Financials and any negative impact to end-user and the business, report generation, stack ranking and improvement measures.
- Gap analysis & work on corrective/preventive measures to fill the gaps.
- Reporting and Presentation: Proficient in MS Excel and MS Power Point