Assistant Delivery Manager

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Job Information

Assistant Delivery Manager

Payroll & Cloud Operations

Band 3

Scope

Assistant Delivery Manager is accountable for management of ongoing operations for assigned clients, which can include multiple platforms. The manager is accountable for ensuring timely execution of ongoing client deliverables, as well as developing solutions to complex problems. The manager will serve as the primary operations escalation point, internally and externally, along with the Process Consultant and Senior Process Consultant. She/he will also be responsible for people management including coaching and developing others.

Responsibilities

People Management:

• Assess staffing needs and ensure talent is evenly distributed and roles are calibrated across client Teams.
• Owns and drives performance management activities for team, by setting goals and generate results.
• Support compensation planning, talent assessments and succession planning.
• Responsible for change management and consistent delivery of key messages to the aligned team.
• Educates, reinforces, and holds associates accountable for behaviors that support company policies and guidelines.
  
  

Client Management

• Managing client expectations and proactively have a mitigation/recovery plan for escalations
• Prepare for and lead governance meetings and client performance reviews.
• Lead & participate in client projects & liaise with onshore/client for Knowledge Transfer.
  
  

Operations Management

• Accountable for delivery of aligned operational services.
• Daily performance monitoring track system/application related issues and work to mitigate any potential risk.
• Identifies processes for robotics, optimization and process improvement and partners with all stakeholders for timely completion of the automation projects.
• Seeks out and acts upon opportunities to expand services for existing clients.
• Accountable for ensuring processes are Audit Compliant.
  
  

Financial Management

• Manages domain/portfolio capacity and headcount/compensation planning.
• Establishes measurable financial goals/targets and leads the team to exceed them.
• Drives effective cost management practices across domain, drives operational improvements to reduce costs and improve quality.
• Reviews non-colleague costs and allocated costs for potential process improvement opportunities
  
  

Roles & Responsibilities

Requirements

Competencies

Passion For Results

• Be committed to perform the job to the highest possible standard
• Push self to explore various options in face of obstacles and finds ways to achieve the end result
  
  

Client Centricity

• Ask questions and show keenness to understand client perspective
• Meet timelines with minimal or no escalation
• Demonstrate responsiveness to client needs and requests, and uunderstands the customer’s needs and provide acceptable solutions by bringing contextual nuances in deliverables
  
  

Effective Communication

• Listen intently and ask questions to clarify understanding
• Understand given data and structure further communication based on the understanding
• Considers the stakeholder’s perspectives & interests in building solutions to the problem/ scenario.
  
  

Collaborative Working

• Work well with colleagues from different parts of the organization.
• Make changes in own way of working for the benefit of the client, organization and other relevant stakeholders.
• Willingly asks for others’ ideas and views shares rationale of actions taken to achieve goals, with others, to build trust
  
  

Problem Solving & Decision Making

• Seek and analyze data and information pertaining to the issue at hand
• Breaks down issues to logical parts; Actively investigates and discusses it
• Display a sense of urgency in accomplishing goals and takes actions to ensure results.
• Chooses the best course of action with available information
  
  

Learning Agility

• Demonstrate eagerness to learn on the job
• Apply learned concepts and skills on the job independently
• Records learning and insights from formal and informal events for self-learning
• Seek necessary help to deliver results in new and ambiguous situations
  
  

Execution Excellence

• Clearly understand work expectations & prioritize critical activities
• Anticipates operational issues and prepares accordingly
• Recognize the need to modify processes to achieve process efficiency
• Use a judicious mix of available resources while maintaining quality and speed of work output and
  
  

Nurturing People

• Coach for Performance
• Spot and Build Talent
• Reward Top Talent
• Build Global & diverse teams
  
  

Education & Skills

• Bachelor’s Degree (preferably Commerce/Accounting)
• Minimum 48 - 63 months of relevant work experience - not to be hired externally.
• Good written & verbal (English) communication skills
• Working knowledge of computer applications including Excel & Word
  
  

Work Conditions

• Flexibility to work 24*7 shift timings
• Occasional extended work hours to meet business needs
• Mobility across client teams
• Willingness to sign a service agreement before every overseas travel / assignment / training