Senior Manager, Service Delivery

Discover your 100% YOU with MicroSourcing!

Position: Service Delivery Senior Manager

Location: Cyberscape Beta, Ortigas

Work setup & shift: Onsite| Day shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Our client, ReSource Pro, is a 21-year-old leading provider of integrated, innovative operational solutions to US-based insurance organizations, including brokers, managing general agents, carriers, and third-party administrators. Our client, ReSource Pro, supports a wide range of business processes, with a focus on activities requiring deep domain expertise. The company services its clients through a large and growing base of more than 10,500 employees based in the U.S., China, India, and Serbia with 400+ clients.

Your Role

As a Service Delivery Senior Manager, you will:

• Lead and coach Service Delivery Managers/Supervisors to oversee the operation to ensure high quality service, effective and optimized operation and client satisfaction; Explore business growth opportunities and drive business growth; Lead and coach Service Delivery Managers/Supervisors on client management, account planning and trusted partner relationship to realize business goals and growth; Lead and coach Service Delivery Managers/Supervisors and SDU function teams to build and maintain an empowered and high performing delivery service team.
  
  

Client Management

• Client Management - Review and approve each Supervisor/Manager's annual client growth and management plan, and coach the plan implementation in each supervisor team; Build and maintain the client relationship, and coach Supervisors/Managers' key accounts management and handling of key issues; Manage departmental routine reports, analyze data and communicate as needed.
• New Client On-boarding - Approve and manage the departmental new client on-boarding plan, allocate resources and support the plan implementation; Coach the Supervisors/Managers' team building to serve the client.
  
  

Talent Management

• Talent Development - Coach and support Supervisors/Managers, key talents and Hipos to make and implement an Individual Development Plan, and build a departmental talent pipeline; Create a promotion plan for Supervisors/Managers, key talents and Hipos, and submit it to the Director; Review and approve a promotion plan of IC levels, and coach Supervisors/Managers to implement the plan.
• Performance Management - Coach and support Supervisors/Managers on IC levels' performance goal set up and implementation, quarterly review and final evaluation, and communication on merit increase and bonus; Coach Supervisors/Managers to plan, implement, evaluate and communicate the annual individual performance goal of IC levels; Coach Supervisors/Managers, key talents and Hipos on their individual performance goal setting and implementation, and conduct quarterly performance reviews and final results evaluation, and plan and implement the quarterly bonus allocation and annual merit increase.
• Daily Personnel Management - Coach Supervisors/Managers to handle special personnel cases; Coach and support Supervisor/Manager's daily Unit management.
• Talent Engagement & Retention - Set up an annual departmental employee engagement and retention goal, and lead Supervisors/Managers to create and implement a departmental action plan; Coach Supervisors/Managers to plan and implement a team's engagement and retention actions.
  
  

Operation Management

• New Task - Handle special cases during new task onboarding.
• Policy & Standard - Coach Supervisors/Managers’ implementation of company policy as needed. Follow ReSource Pro’s Information Security policies/guidelines, as well as the client’s security requirements, policies, and practices that are provided to ReSource Pro and information security requirements, while ensuring compliance within the team.
• Innovation - Encourage a culture of innovation within the department.
• New Hire - Review and approve the new hire request, and allocate resources as needed; Support the NH on-boarding process and enhance a new hire's onboarding experience.
• Departmental Operation Management - Regularly review the Supervisor/Manager team's operation result, coach and support Supervisors/Managers to handle key issues of the team's operation; Coach Supervisors/Managers' implementation of company policy and budget management.
  
  

What You Need

Non-negotiables

• Bachelor’s Degree or Master's Degree
• Minimum 5 years’ experience, 3 years‘ management experience
  
  

Preferred Skills/expertise

• Experience in Insurance Operations, Service Delivery or Client Service is an advantage
• Manage monthly revenue size of no less than $220,000.
• OPEX and Professional Security Certifications
• Previous experience managing a team
• Planning and Organizing
• Continuous Improvement
• Performance Coaching
• Building Customer Loyalty
• Gaining Commitment
• Driving for Results
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply