Service Delivery Leader Resume Samples

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L Gleichner

Leonard

Gleichner

605 Jailyn Ways

Detroit

+1 (555) 850 2492

605 Jailyn Ways

Detroit

Phone

p +1 (555) 850 2492

Experience Experience

Detroit, MI

Service Delivery Leader

Detroit, MI

Price-Kertzmann

Detroit, MI

Service Delivery Leader

9- Develop, manage and improve key performance management processes across all functions
Develop, manage and improve key performance management processes across all Credit & Fraud functions
Develop and retain high potential talent across the department and work actively towards charting out Career development programs and paths
Work with the IBG leaders and Global Processing teams to identify and manage service improvement activities
Develop a robust flexible work force practice across service delivery teams to ensure most optimal workforce utilization
Develop a robust flexible work force practice across service delivery teams to ensure optimal workforce utilization
Set up, process and track (Statements of Work) SOW’s and Vendor invoices across MSA through working with Global Procurement & Ariba

Boston, MA

Regional Service Delivery Leader

Boston, MA

Kozey, Nicolas and Renner

Boston, MA

Regional Service Delivery Leader

Establish and manage strategic service provider partnerships
Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance
Develop business case justifications and cost/benefit analyses for IT spending and initiatives
Increase workflow efficiency
Develop, track, and control the information technology annual operating and capital budgets
Create Standardized Operating Procedures
Work with the Chief Information Security Officer to rollout and enforce security measures across the organization

present

Chicago, IL

Americas Finance IT Service Delivery Leader

Chicago, IL

Dibbert-Kub

present

Chicago, IL

Americas Finance IT Service Delivery Leader

present

Resource management (counseling, scheduling, etc...) of a pool of PMs
Incident management
Review of PMs performances to check if project delivery is aligned with EY PM methodology and EY standards in terms of security, infrastructure, etc
Usage of EY project management Tool
Customer relationship management: maintain current relationships and build new ones
Planning and budgeting,
At least weekly meetings with the PMs reporting to this role

Education Education

Bachelor’s Degree in Understanding Required

University of San Francisco

Bachelor’s Degree in Understanding Required

Skills Skills

Strong experience with and knowledge of Microsoft Office, SAP CRM, SharePoint, VISIO and Microsoft Project, Strong understanding of ITIL and CMM
Strong people leadership skills. Create a highly engaged and energized team which delivers best in class service at right margins
Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization
Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Operational Leadership with a strong focus on quality, efficiency and workforce management
Excellent communication skills and an ability to interface and influence at multiple organization levels
Highly numerate with strength in accuracy & attention to detail in a high output & speed environment
Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word, Access and Project
Strong operations governance – should be proficient in understanding all servicing delivery metrics and set an infrastructure to drive sustained performance
High level of professional maturity to respond quickly to all issues/queries

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14 Service Delivery Leader resume templates

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Americas Finance IT Service Delivery Leader Resume Examples & Samples

Usage of EY project management Tool
Full responsibility of local Finance application landscape (about 750 apps) together with production support including Planning IT maintenance
Planning and budgeting,
Security exceptions, remediation, review, etc
Define realistic customer expectations and challenge requests not aligned with IT and Finance strategy
Support the business to define application roadmaps acting as a trusted advisor
Review of PMs performances to check if project delivery is aligned with EY PM methodology and EY standards in terms of security, infrastructure, etc
Weekly meeting with Americas & EMEIA Finance IT Service Delivery Leader
At least weekly meetings with the PMs reporting to this role
Frequent meetings with customers and other function within and outside the team
Project and resource management Finance processes
Planning and budgeting

Program Manager & Service Delivery Leader Resume Examples & Samples

Lead a small team of project managers and other contingent resources
Manage IT projects supporting the transition of Synchrony Financial compute technical services and operations to a new service provider and migration of compute processing to Synchrony Financial data centers
Manage IT projects through all phases of the project lifecycle including, estimation, scheduling, design, construction, testing, operational readiness and release into production
Responsible for tracking overall budget and issues for assigned projects and ongoing supplier services
Partner with third party and other Program Managers to develop schedules, lead project activities, resolve issues, manage risks and drive delivery to schedule
Integrate project timelines, resource plans and project budget with overall Synchrony Financial Data Center Migration initiative
Create project plan and planned release dates, including change control and baseline for plan
Drive participation of all necessary resources in execution of project delivery
Plan and communicate with business, IT Leadership, and other key stakeholders regarding project status, milestones, issue resolution and Conduct risk analysis for critical decisions as necessary
Post-migration, provide ongoing oversight and management of program and service delivery by service provider
Provide ongoing oversight and management of vendors as appropriate
Drive software currency; operational stability and supplier compliance with contractual service levels
Travel domestically up to 20%
Bachelor's degree and 5 years IT experience or 2) in lieu of Bachelor's High School Diploma/GED 9 years IT experience
Minimum 5 years of experience in compute technologies (Server, Mainframe, Database, Storage)
Minimum 5 years of experience of managing a global IT supplier within a highly regulated environment
Experience with change controls and management to contract SLA’s
Experience with MS Project, PowerPoint, Excel, Word
Prior project management experience working in a regulated financial services industry
Prior managing IT infrastructure projects
Prior vendor management experience in a service delivery role
Six Sigma Certification
AS400
Excellent communications and interpersonal skills. Can effectively communicate with technicians, stakeholders and leaders
Ability to work effectively with vendors, business stakeholders, other IT infrastructure and application professionals
Collaborates well with others to solve problems and actively incorporates input from various sources to get things done
Excellent analytical and problem solving skills, communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
Strong relationship management experience with external vendors
Adapt quickly to changes in a dynamic, fast-paced environment

GSS Procurement Service Delivery Leader Resume Examples & Samples

Develop a suite of service level agreements that align to each of the functional verticals in Procurement (Real Estate, Travel and Meeting & Events Services, Technology Procurement, Products & Services, and Process & Tools)
Put in place a service delivery and account management protocols which align with the GSS operating model, and keep to the principles of Exceptional Client Service (ECS) in all aspects of the operations
Manage, monitor and review the overall quality of service across all processes within a multiple country environment on a timely basis. Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services
Continually challenge existing ways of working. Identify and develop new opportunities for standardization and consistency in service delivery, as well as recommend new service offerings
Instil a culture of continuous process improvement across GSS Procurement, highlighting importance of ECS and delivering high quality service
In collaboration with Procurement stakeholders, engage with Region and country contacts to drive the value of offshoring of agreed processes and put in place action plans to transition activity into GSS (using support from GDN Operations teams, e.g. GDN Transformations)
Consider the implementation of SAP, and build a process based service delivery organization to support
Customer requirements
Sponsor process improvement projects within GSS Procurement, getting involved and steering direction, as and when needed
Actively contribute as part of the Procurement extended leadership team
As a GSS leader, contribute to overall GSS strategy and initiatives as determined. Coordinate the delivery of Procurement with other GSS service lines as appropriate, including participating in any GSS wide projects
Interview and hire senior staff, liaising with the recruitment teams in the GSS centers
Prepare and review the annual budget for GSS Procurement in conjunction with overall GSS budget time lines and monitor actual financial results against agreed targets
Challenge existing procurement process and approaches. Think creatively and provide innovative suggestions that will improve service delivery. Prioritize and manage the implementation of multiple initiatives to improve productivity and efficiency
Continually review and maintain the GSS Procurement services organization structure, ensuring resources are available and capable of meeting agreed business and customer requirements, including periods of peak demand and absence. Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery
The role holder will be required to show in-depth understanding of the GSS and its operating model, to co-develop service offerings that are aligned to Procurement strategies and goals
Able to handle discussions with senior leaders across Procurement and GSS to help drive decision making and enhance services delivered from GSS
Ability to explain the organization structure of EY, Procurement and GSS – including strategies, initiatives and policies, and apply this knowledge in managing GSS Procurement services and delivering on its priorities
The role holder will be responsible for overall service delivery and the service quality of their service function
And will have a number of direct reports – based on the GSS Procurement Services organization structure
Discuss, develop and monitor formal performance goal setting with team members, including development and career goals, in line with stated performance review process
At least 10 – 15 years of relevant progressive experience (including experience leading functional teams) from a large organization, either a partnership or multi-national corporation
In depth working experience gain from within the field of procurement, or related discipline
Proven working experience of a Shared Services Center operations and/or BPO operations
Proven ability to lead teams, demonstrate leadership competencies including coaching skills
Positive, can-do attitude and strong business acumen
Excellent organization, analytical and problem solving skills
Strong communication (verbal and written) and interpersonal skills – able to handle conflict situations and resolve issues satisfactorily
Culturally sensitive, capable of handling interactions with a “global mindset”
Outstanding spoken and written English (proficiency in other European languages are preferable)
Demonstrable facilitation and presentation skills

Senior Service Delivery Leader Resume Examples & Samples

You will be responsible for service delivery from the delivery organization during the length of the contract
Work with the competency organization in order to meet the business needs of their IMT and in conjunction with the Pan-IOT is responsible for continually improving business performance
Must possess knowledge of the services delivery organization beyond their own competency in order to effective deploy, manage, and communicate with regards to the programs under their management
You will be require to perform the role of a people manager
Responds to business requirements providing leadership support to meet organization objectives
Interacts with clients opportunities and demonstrates capabilities & skills
Recommends process improvements and value adds
Identifies and proposes risk mitigation
Identifies dependencies of deliverables with other teams and works to bring different teams together
Leads the execution of the delivery objectives
Manages the cost effective delivery of the scope as defined by the organization/geography and / or the account teams
Risk and Change Management: Leads the tracking and creation of the action plan for the identified risks, issues and gaps of the delivery organization, Identifies and manages change against the scope and budgets
Financial Management: Works with the finance analyst in ensuring that the delivery meets expected financial results and objectives, Approves and signs on Travel Request Forms, Travel Expense Accounting Forms and bonds for procurement, Cost-effectively meets IBM’s obligations under the contract
Environment: Professional knowledge related to incumbent's department or function
Communication/Negotiation: Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives
Problem Solving: Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and Improve or develop complementary adjustments /solutions
High computer literacy and aptitude
Proficient with MS Office (Excel, PowerPoint, Word)
Demonstrated ability to work under the pressure of deadlines
A positive, proactive and professional attitude with proven communication skills
Must have ability to work with a team, who can also work independently with minimum supervision
At least 10 years experience in People management experience

Senior Service Delivery Leader Resume Examples & Samples

Global Program Management experience with proven ability to upsell services
Ability to work effectively with senior management
Strategic planning abilities
Experience in Professional Services, Managed Services and Support Services desirable.One or more is required
Ability to work with Account Teams, Customers, Service Delivery, and Operations
Large global program management and operational experience preferred
ITIL and Project Management certifications (one or more required)
Typically requires 15+ years of professional experience and 10+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience)

Sales Service Delivery Leader Resume Examples & Samples

Build collaborative internal and external relationships in providing value added work streams relating to Commercial Shared Services Inside Sales offerings
Oversee the team leaders of the Inside Sales specialists
Expected to liaise with Senior Executives across GE businesses to ensure campaigns are brought to the Global Operations team
Ultimately responsible for ensuring payment for services by the GE partner businesses
Expected to meet and exceed all sales targets
Manage the forecasting and actual Inside Sales internal data and resource cost allocations
Provide direction to the deployment of resources to deliver on agreed service level agreements
Serve as a trusted advisor to the client in delivering comprehensive business solutions that sit within our core standard offerings
Manage a portfolio of business clients; grow portfolio by prospecting for new clients and deepening relationships with existing clients
Maintain high standards of data quality
Bachelors degree from an accredited university or college in a relevant field of study or equivalent experience
Minimum 3 years managing projects either in commercial function or other relevant areas
Minimum of 2 years and high level of comfort working with systems of record, data warehouses and utilization of advanced reporting tools
Previous sales leadership experience (commercial) and Industrial product knowledge
GE Program graduate FMP, etc
Strong financial analysis knowledge and skills
Excellent PC skills (Excel & PowerPoint)
Able to manage and inspire team leaders to effectively lead and achieve results
Excellent leadership skills & decision-making abilities; ability to work & lead effectively in a matrixed organization
Proven track record of building strong relationships built on credibility and trust
Fast learner: able to quickly assimilate new functions, structures & dynamics
Excellent time management & organizational skills; demonstrated ability to prioritize, multi-task, perform in a fast-paced environment & respond quickly
Credible change agent with demonstrate interpersonal skills; ability to work well with & influence all levels of stakeholders
Proven track record of managing critical & complex projects successfully, on time & on budget across the entire project lifecycle
Resourcefulness – ability to utilize internal/external resources and networks to identify solutions
Preparedness to challenge others thinking, while being able to foster an environment where questions, ideas and suggestions are encouraged/valued
Proven track record in building trust and commitment within business & with stakeholders
Ability to connect and engage with all levels in the business and appropriately flex communication style to suit these varying audiences
Ability to work well individually and part of a team to meet tight deadlines and handle multiple projects/tasks
Self-motivation and commitment to achieve objectives

Service Delivery Leader Resume Examples & Samples

Act as single point of contact for assigned portfolio, ensuring customer’s ongoing satisfaction (including gathering client VOC and funneling to appropriate internal teams)
Provide executive level relationship and account management for assigned customer sites
Manage the Sub-system Release, Step Release, and Maintenance Release process for the customer, coordinating GE resources and communication plans
Assist customer in escalating critical service and support issues for installed/live products
Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged
Develop knowledge of customer business goals, processes, and success measures to act as internal resource of information about the customer (e.g., contact information, overall customer temperature, “hot” issues)
Forecast and track revenue generated from assigned customers and work collaboratively with the GE sales organization
Lead account reviews with customers on a regular basis and generate customer activity reports
Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
Complete all planned Quality & Compliance training within the defined deadlines
Bachelor’s degree; or associate degree and five years’ service and support experience in information technology industry; or equivalent experience of a minimum seven years in Healthcare IT and Service
Minimum two years of service and support leadership and/or project management experience, working with customers in the information technology or healthcare industry
Experience working with senior leaders, including accountability for customer satisfaction and/or issue resolution
Strong track record working in cross-functional teams
Proficient in clinical workflow with clinical information system experience
Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, and a consistent delivery on targets
Strong process orientation, problem solving, and troubleshooting skills
Excellent communication skills and an ability to interface and influence at multiple organization levels
Strong interpersonal and negotiation skills, with a high degree of self-motivation and an ability to work independently

Service Delivery Leader, ME Resume Examples & Samples

Own operational processes (e.g., PM completion, overtime management)
Develop strong customer relationships and serve as the interface between customer and all GE Healthcare organizations creating “one GEHC” for the customer
Proactively identify customer needs and develop and implement customer specific solutions
Leverage internal relationships to enhance business performance and customer experiences
Promote a safe working environment and ensure compliance with applicable EHS policies and procedures
Drive change initiatives as required to improve efficiencies and execute on business commitments
Bachelor’s degree and a minimum four years of leadership experience; or equivalent (defined as High School Diploma/GED and six years progressive experience with leadership and technical support)
Must have a valid driver’s license. 1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
Complete all planned Quality and Compliance training within the defined deadlines
Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Proven leadership and ability to orchestrate resources and motivate teams
Understanding of customer/marketplace and drivers that influence customer behavior
Ability to resolve complex issues within functional area and area of expertise

Service Delivery Leader Resume Examples & Samples

Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development
Drive business results and manages customer relationships within area of responsibility
Leads and cultivates a culture of GE Beliefs and integrity
Lead service delivery that continuously surpasses customer expectations
Proven experience leading a team, managing customer relationships, and/or managing a P&L or comparable business unit
MBA or master’s degree and previous field sales or field service experience
Strong business acumen
Proven ability to influence and drive change through exceptional written and verbal communication skills and able to effectively communicate across a distributed workforce
Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals

Regional Service Delivery Leader Resume Examples & Samples

Designing and implementing a service delivery environment that optimizes the cost of delivery that addresses customer needs/expectations
Providing thought leadership & execution of best practices (e.g. Workforce management/optimization, Transactional quality, COEs, etc.)
Establishing scorecards & reporting on the performance of the delivery teams in the region
Designing and managing a governance structure to ensure the regional leadership and key stakeholders to allow for the appropriate collaboration on setting customer expectations, transparency into the service delivery performance, and alignment on key priorities and initiatives
Improving effectiveness & efficiency across the region including driving offshoring in the region
Formulate in partnership with HR & other stakeholders People engagement strategies for the operating groups
IT interaction & oversight as it relates to operations ensuring technology and related tools optimization
Assist the business in identifying and managing operational risk (including Business Resumption management)
Partner with and leverage the broader Mercer Services organization
Provide oversight leadership to the regional delivery teams and ensure alignment with business leaders on priorities, customer expectations and strategy
People engagement and development. Build and develop a service delivery community within the region, and foster an environment that enables performance goals being met and exceeded
Partner with & influence lines of businesses, markets and functions towards optimizing the service delivery environment through various process improvement initiatives (including technology enhancements), outsourcing, offshoring & best practice/shared services leverage
Support market and business leaders to identify and manage operations risk through implementation of effective controls. Support compliance and MMC Audit processes
Bachelor’s degree in Business, Finance, Economics or related area
20+ years’ experience in managing operations in Professional services/Financial services/Services industry
Deep understanding of systems and operational processes
High level project management skills
Exceptional organizational and time management skills with the ability to set priorities and meet deadlines
Strong interpersonal skills and the ability to quickly build credibility
Self-starter with willingness to assume responsibility and take charge
Interact and communicate effectively with mid and senior level management, as well as Corporate IT
Team oriented and proven people manager
Experience in outsourcing and offshoring

Service Delivery Leader Resume Examples & Samples

Develop and drive the overall direction, coordination, and inspection of Seller Support captive and partner contact center operations within the region
Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice
Tirelessly advocate for improvements to systems and processes that will benefit Associates and/or Sellers
Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmap for Service Delivery and captive site leadership
Identify and implement positive change while developing new processes that will deliver a remarkable experience to Sellers while keeping on pace with our explosive growth
Build collaborative relationships with Leaders and Stakeholders in other departments with an openness to innovation and willingness to export best practices across our global network
Influence operational leadership teams to provide timely and efficient service to Sellers with responsibility to raise the performance capability of the network
Solve complex seller support business problems and put plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality
Partner with senior business leadership to drive adoption and institutionalize relevant mechanisms and process excellence standards, methodologies, performance measurement concepts and best practices within operational teams
Fosters a sense of urgency and champions change that pushes for continuous improvement with a focus on improving efficiency, quality and seller experience
A minimum of 10-12 years of people management and contact center operations leadership experience, preferably in both captive and outsourced operations, to include five years in a senior management role in a fast paced, customer obsessed technical/Customer Service environment
Experience in delivering strategic direction at both local and network levels
Excellent attention to detail, data driven and results focused with proven analytical skills
Proactive in resolution of operational issues and escalation management
Strong leadership presence, with the ability to inspire and motivate large teams
Operations process standardization experience
Demonstrated project management leadership
Quality management, and performance management experience
Experience with outsourcing contact center environment
Experience creating and conducting executive business presentations
Masters, MBA or other advanced degree
Experience in Lean Thinking or TPS process improvement a plus
Exhibits excellent judgment
Hires & develops great people
Has relentlessly high standards
Expects and requires innovation of her/his team
Thinks big and has convictions

Service Delivery Leader Resume Examples & Samples

Coordinate with Market Controllership, GFO & Other Utility Groups for quarterly clearance of financial control & review with External Auditors
Support Market Controllership teams in the month close processes & analysis of P&L / Balance Sheet review’s, key reserves at legal entity level etc
Support preparation & review of regional month close accounting Issues Logs & coordinate with teams to identify significant accounting adjustments and operational risks impacting the legal entities
Provide financial analysis & support to Market Controllership teams to manage their operating expenses, annual plan exercise, variance analysis, identification of risk & opportunities and agree on mitigating plans
Liaison with Market Controllership teams & central team for investment prioritization & tracking of approved/unapproved projects
Collaborate with key partners in Finance & Technology to provide project management support for Controllership projects
Evaluate current processes & recommend process improvement to drive process efficiencies
Ability to lead, develop & influence the team
Chartered Accountant / CPA / MBA Finance with minimum 6 years of post-qualification experience
Strong Accounting & Reporting skills with solid understanding of Financial Statements, Key metrics to support financial review and due diligence process
Strong financial planning skills with an ability to provide in-depth analysis to support decision making by Leadership team
Ability to articulate reporting requirements to Market Controllership teams
Excellent Project / Change Management skills with ability to support Global Projects & drive results
Require advanced knowledge of USGAAP. Knowledge of IFRS will be a distinct advantage
Results oriented, able to lead and influence without authority, must be flexible and have good work prioritization skill
Ability to collaborate across geographies in a Matrix structure and deliver on customer expectations
Strong team player, and self-motivation with the ability to handle multiple tasks simultaneously
Excellent Strategic thought leadership skills and the ability to think creatively
Excellent people & strong networking skills

Service Delivery Leader Resume Examples & Samples

5+ years experience in bank external and/or regulatory reporting. Public accounting experience a plus
BASEL III concept knowledge and experience a plus
Knowledge of counterparty credit risk reporting and Basel III Credit Risk Weighted Assets a plus but not required
Strong understanding of US GAAP, Regulatory, and SEC reporting and accounting guidelines
Self-motivated individual with strong organizational and relationship-building skills
Strong project planning skills demonstrated ability to promote and drive change to further improve processes to be more efficient and effective
Demonstrated organizational skills with the ability to meet critical deadlines and manage multiple priorities simultaneously
Ability to think strategically
Personally ensures the delivery of high quality service and consistently exceeds customers’ expectations
Highly motivated and effectively works independently within a team construct, while supporting teamwork and achievement of team objectives
BA/BS in Business/Finance/Accounting, graduate degree/CPA a plus but not required

Service Delivery Leader Aeipl Controllership Resume Examples & Samples

Provide people leadership to direct reports & assist Director- Financial Controller in ensuring governance over financial results, support accounting and reporting for the US GAAP, local statutory and regulatory reporting for AEIPL & AEBSIPL
Lead Legal Entity P&L / Balance sheet reviews for AEIPL & AEBSIPL
Ensure accurate review of financial results & reporting of all unusual and issues in a timely manner and in accordance with internal policy and Local/US GAAP accounting rules
Lead preparation of Local Statutory Financials in line with MCA, ICAI and other reporting requirements. These include annual financial statements, Financial Accounting Book (FAB), regulatory reports to the local Regulatory Authorities, as applicable
Provide analysis of financial data as required to support reporting requirements and Audits including Board & management reporting
Provide end to end support for the legal entity statutory / internal / other audits including discussion with auditors and drive closure of Internal and External Audit of Local as well as US GAAP ledgers
Control over the accuracy and content of the financial records and statements
Liaison with Process Areas and business to support key deliverables
Conduct research as required on GAAP, regulations and laws
Contribute toward process improvements through ongoing review of processes / methods of data collection and report preparation to create efficiencies and eliminate non-value added work
Ability to respond to changes in reporting requirements as dictated by regulatory authorities and work with Manager, Accounting & Reporting Team and Financial Controller to determine how to accommodate changes, providing analytical support to translate requirements into technology and resource impact
Qualified Accountant CA/CPA with at least 6 years post qualification experience
A strong financial accounting / reporting background including understanding of regulatory requirements
Strong technical accounting background (US GAAP & India GAAP), including understanding of regulatory compliance requirements (Taxation, EOU/STP)
Good understanding of AXP Finance processes, including knowledge of accounting report lines, hierarchy and consolidation
Excellent strategic thought leadership skills and the ability to think creatively. Strong financial, analytical and problem solving skills
Ability to manage and prioritize across multiple projects and issues and drive results within critical deadlines
Self-starter with intellectual curiosity, initiative and strong work ethics are essential
High integrity and a control mindset
A proactive team player with strong interpersonal and collaboration skills. Strong customer focus
Strong communication and relationship skills
Hands on/ Can do/ Will do attitude
A fast/keen learner with the ability to learn a detailed process quickly
Must demonstrate personal accountability in ensuring all tasks and activities are carried out on time and in accordance with requirements

Service Delivery Leader Resume Examples & Samples

Drive key PE initiatives (Process and Centre level) for GSN
Leverage best practices across GSN teams in Tokyo
Deploy site PE training (e-learning modules)
Conduct Frontline and Team Leader huddles
Mentor and coach GSN employees on PE Tools
Conduct brainstorming sessions with teams to identify process improvement opportunities
Execute as well as facilitate key projects
Track performance improvement ideas
Measure and report the overall success of the PE program and present to site leadership
Site branding and communication for PE
Six Sigma Certified and knowledge of Six Sigma Tools
Relevant experience in a customer-centric function
Proven Project Management Skills
Strong process orientation and analytical/problem solving skills
Statistical problem solving experience
Demonstrated ability to lead change; strong change management experience
High influencing skills, collaborative style, and team orientation
Excellent communication, facilitation and presentation skills
Excellent MS Excel and Power Point skills
Should have conducted Six Sigma training sessions
Should have experience in managing high performing teams
The incumbent should be tenured for a minimum of 18 months at Band 30 or should be currently a Band 35
The incumbent should not be on level 3 or above counseling at the time of applying
The incumbent should have a performance rating of G2L2 or better in the last review
Shift Timings: As per business needs

Service Delivery Leader Resume Examples & Samples

Support the Accounting & Reporting Legal Entity Financial Controller achieves the local statutory and regulatory filing objectives
Responsible for adherence to all local Statutory Authorities timelines and Reporting requirements through preparation, review and submission of local reports. These include annual financial statements, Financial Accounting Book (FAB), regulatory reports to the local Regulatory Authorities, as applicable
Coordinate with UK Accounting & Reporting, and other stakeholders to ensure financial reports are complete and accurate
Ensure that all reporting issues are identified, escalated and tracked to conclusion
Maintain and control accuracy of information extracted from prime records into financial reports and ensure a fully audited reconciliation from USGAAP ledger to local GAAP report
Adequate controls, documentation and audit trails are in place to comply with Reporting requirements
Coordinate with the Accounting & Reporting team to maintain up-to-date understanding of all Regulatory and Statutory Reporting requirements including potential regulatory changes in order to assess impact and proactively plan for implementation of changes
Coordinate with GBS functions to provide external audit support; including GAR, Accounting and Payment Operations, plus World Services Cashiers as appropriate
Provide thought leadership to analysts and ensure effective flow of information to enable high quality outputs
Responsibility for understanding and implementing regulator or policy driven changes in reporting requirements
Regular communication to Accounting & Reporting Controllership, business partners and customers on Statutory Reporting and audit process requirements
Demonstrate ownership of the external audit process to ensure that all required information is provided on time and that issues are quickly resolved
Ensure all stakeholders are kept up to date on Statutory Reporting and audit process requirements risks and timelines
Proactively seek opportunities for process improvements through ongoing review of processes / methods of data collection and report preparation to create efficiencies and eliminate non-value added work
Ability to respond to changes in reporting requirements as dictated by regulatory authorities and work with Manager / Financial Controller to determine how to accommodate changes, providing analytical support to translate requirements into technology and resource impact
Contribute toward process improvements through ongoing review of processes / methods of data collection and report preparation to create efficiencies and eliminate non-value added work. This role may be subject to additional background verification checks
Qualified Accountant, CA/CPA
Public Accounting/audit experience (Preferably Big 4)
At least 6 years post qualification finance experience
Strong technical accounting background and experience in accounting, statutory / regulatory reporting or statutory auditing
Advanced knowledge of IFRS GAAP and reporting requirements
Good understanding of US GAAP and also other GAAP is advantageous In depth knowledge of AXP Policies, Procedures and Systems. Knowledge of COGNOS will be a plus
Demonstrate ability to operate in a large company matrix environment (if external candidate)
Ability to collaborate across geographies in a matrix structure and deliver on customer expectations
Proven People Leadership Skills including developing staff
Project / Change Management experience along with transition of work from onshore location
Proficiency in MS-Office applications, Essbase/analytical software, Oracle and Cognos
Proactive approach in identifying, escalating, reporting and resolving statutory reporting issues ensuring analyst/s team focus on critical activities
Presentation and articulation of statutory reporting requirements to local entity Controller
Ability to articulate statutory reporting requirements to key Controller and customers
Strong analytical and problem solving skills to resolve issues and track to conclusion
Ability to escalate to reporting issues to the Accounting &Reporting team in absence of Legal Entity Reporting Financial Director or Financial Controller and judge when issues require escalation
Must demonstrate personal accountability in ensuring all tasks and activities are carried out on time and in accordance with statutory reporting and policy requirements
Results driven and ability to perform multiple tasks, work to strict deadlines and prioritize tasks
Sets own goals in line with critical regulatory and statutory reporting activities
Analytical and problem solving skills to identify and resolve queries and track issues to conclusion
Ability to handle issues in absence of Manager and judge when issues require escalation to Controller
Ability to respond to questions relating to statutory reporting requirements and local statutory accounts
Must demonstrate personal accountability in ensuring all tasks and activities are carried out on time and in accordance with legal requirements

Service Delivery Leader Resume Examples & Samples

Graduate with at least 9- 12+ years of proven experience in Procurement
Excellent executive presence with strong communication skills including presentation, verbal and written communication, fluency in English is a must
The individual is required to manage the process of assuring the escalation of critical issues to the appropriate management chain for decisions and problem resolution
Requires frequent contacts with international customers which at times are difficult, requiring a balance of assertiveness and tact
Strong written and verbal communication skills, including ability to distill complex issues quickly, effectively communicate strategies, and summarize key points and implications. Needs to have excellent PowerPoint making skills
This individual must be fully competent to act as a face to the customer and provide guidance, insight & direction to multiple stakeholders in arriving at decisions involving highly complex, very difficult, non-routine, ambiguous, or higher-risk activities
Customer orientation /ability to empathize with the customer
Demonstrated ability towards troubleshooting and query resolution. Must be detail oriented with good problem solving skills
Exposure to quality tools like six sigma, quality tools etc is preferred
Driving cross functional projects / assignments at department / centre level, implementing Six Sigma rigor, process improvements, process and customer engagement
Ability to collaborate and drive decisions in spite of divergent objectives of the stakeholders involved

Service Delivery Leader Resume Examples & Samples

1- SDL would be responsible for managing the MIS & Real Time Team of approximately 14 team members located in India
2- Detailed understanding of databases, data management, understanding of data flows
3- Develop proactive strategies for managing Real Time Team to support Global TLS Markets
4- Achieving balanced focus between providing the data to recommendations to insights from MIS perspective to drive decision making for future
5- Perform deep dives into metric and volume trends, drive accuracy of all operational MIS, and identify best practices and process improvements
6- Actively participate in strategic market decisions, partner with Business Transformation, Learning & Development and WFM Leadership to drive consistency on information
7- Demonstrate ability to develop and execute the most innovative solutions
8- Awareness of new methods to analyze data, including the most recent in technology platform
9- Develop, manage and improve key performance management processes across all functions
10- Shift 24X7
Bachelor’s degree or equivalent combination of education
Functional expertise of 4+ years leading a large scale, multi site, multi channel Workforce Management Team ( >300 Employees)
Strong Knowledge/Awareness of either/both eWFM & IEX Platforms
Natural Problem solver
Extremely strong analytical skills, including being strong in WFP & financial elements
People Leading Experience is a must
Self starter, Excellent on Relationship building skills
Outstanding written and verbal communication skills
High on collaboration skills ( Finance, Operations, Business Transformation, Recruitment & Learning & Development)
Ability to translate complex situations into simplified stories
Leadership/Demonstration of ability to manage, lead, delegate and develop high performing team
Avaya/Telephony Platform awareness
Highly numerate with strength in accuracy & attention to detail in a high output & speed environment
Expert understanding of call centre management principles and call delivery principles
Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word, Access and Project
Manage conflict and influence decisions
Ability to work flexible hours

Manager, Service Delivery Leader Resume Examples & Samples

Oversee all operation teams by providing leadership guidance to Team Leads, ensuring surprise-free operations delivery and thereby achieving and exceeding business targets and goals
Monitor on a continuous basis leading indicators of Performance [Productivity, Compliance, Service Levels And Quality] as well as Customer Satisfaction levels
Develop and implement quality standards, apply compliance/control in all activities of the Department to ensure quality services are delivered to customers
Motivate staff and leaders in the group to deliver at optimal levels – ensure high levels of employee satisfaction and retention in a high growth industry
Serve as department conceptual leader for initiatives, which impacts all team leaders & team members
Provide leadership insight in Process improvement initiatives
Ensure the focus of the Department goals and objectives is consistent with the values of American Express
Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans
Maintain, liaise and communicate with all levels of management and departments within and outside the company
Network with external linkages to obtain market information and keep abreast of the market trends
Provide coaching and developing at the TL and CCP levels
Total work experience of approx. 10 years, with 2 to 5 years as a Manager, with significant exposure to call center and customer service
Premium customer service experience (preferably in BFSI, additional B2B experience also helpful) with direct people management experience (approx. 100 people) of 5 to 10 medium to large sized teams
Proven high performer in previous job roles
Ability to create a highly committed work environment where people are motivated and encouraged to achieve best results through empowerment and development
Demonstrated ability to successfully navigate a multi-regional LOB in order to solve problems Soft skills & Technical skills
Excellent interpersonal/verbal written communication skills
Must have strong leadership skills with emphasis on ability to influence others without direct authority, able to collaborate and influence at all levels
Ability to understand cultural differences and provide coaching and input to TLs to ensure market appropriate customer treatments
Analytical thinking skills to access impacts, draw correlations and linkages
Strong relationship skills and quickly network to drive results across all business groups
Strong follow up and follow through skills to drive outcomes
Strong Presentation and Project Management skills
Proven change agent, self motivated with a demonstrated ability to drive results under tight timelines
Ability to handle multiple tasks concurrently, with the ability to work independently and prioritize to work to meet all timelines
Proven history of implementing development and action plans to aid in growing team member skills to drive results
Must be proficient in Microsoft applications such as MS Excel and MS PowerPoint Educational qualifications
Bachelor's Degree required
Master’s Degree preferred

Service Delivery Leader Resume Examples & Samples

Provide leadership & guidance to a 3 direct reports from Support & Capabilities team of 6. Team hiring, ensuring seamless transition to COE, team engagement & process stabilization for newly formed teams
Lead engagement with product owners, technology partners and OPEN business partners
Responsible for establishing KPIs for Support & Capabilities teams, meeting support team targets, resource allocation, Business continuity planning and prioritization
Drive Roadmap / improvement / ideas proposal. Take them forward for sponsorship internally in CoE and then from OPEN sending leaders
Closely monitor and drive adoption among users & identify improvement opportunities on OPENForce
Collaborate daily with colleagues on global team, business end users, company leaders, and project stakeholders
Monthly governance call with OPEN leaders, assess capacity and forecasted volumes and plan for team investment needs
As CoE B35 leader, participate in CoE level EEAT / initiatives, drive RTF actions
Responsible for knowledge management and upskilling of team members
Provide Salesforce.com technical and OPEN business process expertise
Salesforce.com implementation experience is mandatory
Experience of leading a team of 5+ employees
Experience working with clients at various levels of an organization with an ability to communicate clearly and develop relationships with business partners
Flexible work hours to support project across multiple time zones
Proven ability to work creatively and analytically to solve problems
Ability to meet strict deadlines and in a fast paced environment
Excellent team player able to work with virtual and global teams
Payments, Travel or financial services industry experience is a plus
5+ years of experience in a business environment with experience in Agile Methodology
Bachelors Degree is required, Masters Degree is preferred
Strong analytical, written, and oral English communication skills

Service Delivery Leader Resume Examples & Samples

Project experience of designing, building, managing technology solutions for finance processes particularly IBM Cognos TM1 with emphasis on problem solving, data integrity and automation
Experience and understanding of Financial Reporting, Planning & Forecasting
Strong understanding of American Express business processes and financial systems
Exhibits ability to think short and long term to identify and manage processes and resources
Exhibits ability at problem solving and has an eye to identify opportunities
Strong People management skills including the ability to guide and motivate

Service Delivery Leader Resume Examples & Samples

Leading a high performing team and ensuring a close collaboration & partnership with regional & global stakeholders
Delivering data-driven insights using statistical analytics techniques to stakeholders to uncover trends and underlying drivers of growth and profitability to inform business strategy
Create customer clusters through sophisticated segmentation and deploy customized solutions / product recommendations. Modeling experience will be a key requisite
Closely collaborate with business partners to maximize the business value of solutions with innovative platform and intelligence enhancements
Driving ongoing process improvements to reduce cycle time, increase accuracy and improve transparency
Partnering with numerous regional teams to drive innovation, best practices and global synergies Strong business and financial acumen, with solid quantitative skills and creativity in developing insightful analytics. Credit card analytics experience preferred
Excellent communication, presentation, influencing and partnering skills
Strong process management orientation with a proven ability to drive results across multiple projects simultaneously in a fast paced and highly matrixed environment
Ability to make complex prioritization trade-offs and tactical decisions using sound business judgment, analytical and reasoning skills
Interest in state of the art analytics and Business Intelligence tools
Proven ability to attract, develop and lead a high performing and engaged team
Strong relationship management and team orientation; ability to lead and influence others in a cross-functional environment
Strategic thinker who can partner with key stakeholders to drive the direction of the business
8 years of relevant work experience and preferably a Master's Degree or equivalent This role may be subject to additional background verification checks

Service Delivery Leader for End User Services Resume Examples & Samples

Compare the actual service levels with the targeted service levels in cooperation with the partner
Consolidate end-user and business stakeholders satisfaction with actual service level in a common dashboard, to monitor the partner’s performance
Provide report & alerts regards actual service levels. Follow up on SLAs and report quality
In case of service level breach, make sure the appropriate corrective action plan is developed and implemented. If target service level are not met, challenge and assist the suppliers with the development and implementation of corrective action plans
For all technical changes, approve that the change plan, risk mitigation plan and schedule are acceptable from a business point of view. ensure adequate testing prior to their implementation. Review and approve changes in production and participate in Change Advisory Boards(CAB)
Manage service incidents & problems with the partner
Follow up on volumes and total costs and give input to Capacity Management
Ensure Volvo SLAs demands are clearly understood by all parties
Define rules and way of working with partner regarding release and deployment management, and coordinate partner deliveries
University/Master’s Degree or equivalent in relevant area
Service oriented mindset and business mindset
Experience and technical knowledge of the services in the service area
Technical qualifications: Business analysis skills, Domain Modelling, Infrastructure Architectural Design, Quality assurance
Familiar with P&IT project handbook
Complete proficiency in English
Good communication & presentation skills

Service Delivery Leader Resume Examples & Samples

Responsible for building and developing an engaged learning professionals team (Training Team Leaders, Learning Specialists and rotational coaches)
Partner with local business, global learning teams and other enabling functions to drive superior learning experience
Responsible for continually Improving Learners’ Performance through enhanced learning solutions and operational excellence
Partner with Capacity planning teams to drive resource optimization in Learning
Ensure that the training programs are delivered effectively and achieve the desired business metric- Provide Performance Reviews and performance solutions for performance
This role may be subject to additional background verification checks
Strong leadership skills with proven experience in managing large and diverse teams
Prior background in Learning and Collections background with an in depth understanding of adult learning theory and learning systems
Excellent interpersonal & communication skills with the ability to lead and influence across various levels in the organization
Strong problem solving and analytical skills
Demonstrated ability to lead and manage change
Demonstrated organizational skills to handle multiple tasks
4-6 years in a training delivery required and prior experience in a financial services industry is preferred
Should be willing to work flexible shifts
Graduate with minimum 8 years of Work Experience

Service Delivery Leader Resume Examples & Samples

Providing direct oversight of underwriting credit decisions for GMS/OPEN customers
The candidate will work closely with key business partners to ensure sound credit decisions are made at all levels of the credit product cycle (Acquisitions and Customer Management)
The successful candidate will lead the underwriting team to flawless execution of underwriting decisions
Act as a conduit for communication to ensure direct reports are well informed about issues that affect them and their customers
Accountable for service and quality in support of GMS/OPEN accounts
Build and leverage relationships with various business partners such as Risk Management, Account Development and Sales organization
The candidate will be tasked with supporting the development and training of new and existing Financial Analysts in the department to consistently improve credit assessment skills while balancing risk/returns to continually improve credit portfolio performance
This position will also be directly responsible for conducting and ensuring compliance with all applicable regulatory agencies
The candidate should have a minimum of 1-3 years experience in the commercial lending arena from a leading financial institution or a bank
Strong people leadership skills and formal commercial banking credit training is required
Strong communication and relationship management skills, in addition to a dynamic and energetic approach to problem solving to create best in class World Service Customer Experience
The candidate will have strong analytical abilities, thorough understanding of credit risk assessment
The candidate will have a solid understanding of financial accounting concepts including but not limited to in-depth analysis of balance sheets, income statements, statement of cash flows and good understanding of the general macroeconomic environment
Strong credit background, coaching and developing specifics that are client driven
Being able to work with a large number of people with varying perspectives, high degree of autonomy
Ability to influence opinions and drive results and skilled in analyzing data to discover trends, defect rates, etc
Strong knowledge of the credit card industry
A Bachelor's or higher education degree in a business related field (Accounting, Finance, Economics, etc.)

Service Delivery Leader Resume Examples & Samples

The incumbent will be a program/portfolio lead in the Network Engineering and Optimization (NEO) team and will be expected to - Identify, quantify, manage & support multiple programs/projects aimed at driving Re-engineering and Transformation measures of success
Manage projects with diverse and geographically dispersed cross-functional teams, utilizing structured methodologies
Plan tasks and milestones, manage deliverables to deadlines and hold people accountable without direct authority
Manage communication with project customers and stakeholders through compelling written and verbal status reporting
Responsibilities include identifying, prioritizing, and executing key priorities supporting demand optimization, efficiency enhancement, digital transformation, and value generation for the organization; evaluating the feasibility of projects using financial and statistical tools and creating and delivering robust proposals to gain buy-in/support
Understand, develop and articulate Business Needs, User Stories, & Functional Requirements for Development Lifecycle wherever investments are sourced (Decision Support Systems, User Interfaces, Process Workflows, Automation Scripts, Reporting / MIS tools, Agile Methodology)
Participate in the development and implementation of complex process improvements and business transformation projects in an effort to enable Customer Care Professionals in the delivery of Extraordinary Customer Care at the right margins
Engage, develop and lead a team of professional Project Managers/Industrial Engineers to deliver Re-engineering benefits
Requires strong project management, thought leadership, decision-making skills and the ability to resolve complex problems independently
Proven ability to manage projects end to end through the project lifecycle using structured methodologies
Ability to challenge the status quo, remove organizational barriers, influence without authority, and break down strategies into tactical and manageable plans with minimal guidance
Demonstrated experience in general management, statistics, data mining, quantitative and financial analysis is required
Ability to influence, lead and communicate at all levels
Experience in the evaluation, analysis and optimization of operational processes required
The candidate must possess high motivation, enthusiasm and dedication to deliver results within strict timeframes
Experience in financial services/contact centers or other service industry is a plus
Strong proficiency with Microsoft Office, specifically MS Project, Excel and PowerPoint required
Working knowledge of Six Sigma / Lean methodologies / statistical analysis tools and exposure to industry recognized structured methodologies viz. PMP, Prince2, Agile strongly preferred
MBA (Master in Business Administration) and/or MSIE (Master of Science in Industrial Engineering) or comparable graduate degree an advantage

Service Delivery Leader Resume Examples & Samples

The successful candidate will have full Operational responsibility of leading and managing Service Delivery for all service channels, Onsite or Offsite for a specific location inclusive of ancillary fulfilment services
They will be fully accountable for customer satisfaction, partnering with Client Management to ensure account retention and growth, and achieving best-in-class employee satisfaction results
The successful candidate will drive cultural and process changes to deliver a truly online and offline hybrid business where the traditional operational point of arrival will see the ability to handle any travel fulfilment, anytime, anywhere in the network
Deliver consistently strong customer SLA metrics to improve the customer experience by leveraging our people, process and technology infrastructure
Develop a robust flexible work force practice across service delivery teams to ensure optimal workforce utilization
Develop and implement a Corporate Voice of the Customer “Health Check” to ensure client dissatisfaction symptoms are diagnosed early and root causes are treated effectively and expeditiously
Work closely with Finance, AEGBT outsourced financial functions and other appropriate support functions to ensure proper financial processes and controls are in place minimizing write-offs
Drive towards a high employee engagement levels ensuring satisfied employees lead to satisfied customers
Lead a large team of 50 to 100+ employees effectively
Work in collaboration with the support functions, primarily customer experience, work force management and training to ensure successful delivery on Service delivery goals on key dimensions
Ensure deployment and execution of a comprehensive strategy to reduce and mitigate provision for losses related as a geographic region lead
Ensure consistency, completeness and accuracy of billing particularly related to travel ancillary services such as Visa, Insurance, car, bus and rail

Service Delivery Leader Resume Examples & Samples

Key project manager supporting the Program Management Office – candidate will create detailed project plans and milestones to execute the key work streams and ensure necessary documentation
Establish and lead project governance with key stake holders to review project progress against key tollgate and milestones. The candidate will also support steering committee reviews
Identify and implement opportunities to right source and right-channel servicing volume to the locations and channels that can best enable extraordinary customer service at the right margins
Lead projects on a global basis to determine POA servicing strategies based on customer needs
The incumbent will identify key dependencies, linkages and partner across the network to mitigate risks as required to ensure seamless right shoring
Ensure the formulation of a high performing team of project managers which can undertake complex migrations across the voice and back office functions
Have a good understanding and control of key migration metrics – Timeliness, Cost and Effectiveness. Ensure Zero Disruption to As Is processes during migrations. This role may be subject to additional background verification checks
Leader with over 10 years of work experience across ITES BPO function with previous experience of supporting program management office
Candidate should have over 4 + years experience in leading Migrations / Transitions function for Customer service and back office functions
Should have excellent understanding of business metrics and performance management for customer services and back office processes. Specific to forecasting and capacity planning, pay for performance, productivity, etc
Should have a good understanding of technology infrastructure and set up requirements i.e connectivity, bandwidth, BRD, production environment, etc
Ability to think strategically and logically structure and process large amounts of data into meaningful and actionable recommendations
Excellent understanding of transition / migration methodology
Excellent presentation, communication and influencing skills since the role requires PMO governance and change management with senior leaders across the organization
Focus on execution and ability to manage through ambiguity and drive performance and change
Strong analytics and ability to proactively identify opportunities and drive results

Senior Service Delivery Leader Resume Examples & Samples

Understand the new business process and application requirements at the appropriate level to influence the future business process design and help build requirements
Builds sustainable relationships with internal customer base through interactions and reputation as source of expertise
Provide Issue Resolution/ Business Consultancy to Customers
Leads by example to motivate cross-functional team members and provide team guidance in supplier/market analysis, utilizing unique procurement practices/tools to capitalize on business opportunities
Facilitate requests for system enhancements, technology integration and support This role may be subject to additional background verification checks
Should be able to lead complex projects including processes managed by the third party vendor
Knowledge of operational metrics, dashboard reporting, driving SLA driven deadlines and operations is a pre-requisite
Customer management/ customer interface with experience and ability to proactively anticipate customer needs and identify their specific requirements
Frequent contacts with internal/external customers and other company representatives at all levels of management
Prior experience of managing relationships with global customers atleast 2 Band levels higher would be an added advantage
Should be flexible to work in the shift environment
Strong strategic thinking skills, with the ability to identify and assess key drivers of success, implications of alternatives and recommendations for execution
Demonstrated high performance in the previous organization
Exposure to quality tools like six sigma, quality tools etc. is preferred
Driving cross functional projects / assignments at department / center level, implementing Six Sigma rigor, process improvements, process and customer engagement
Demonstrated understanding of business, financial, and economic ramifications of various third party actions and alternatives in order to recommend appropriate actions
Ability to collaborate and drive decisions in spite of divergent objectives of the stakeholders involved including third party vendor supporting the operational processes

Service Delivery Leader Resume Examples & Samples

Masters or PhD degree in Business, Statistics, Economics, Engineering or related fields is strongly desired - At least 7+ years of overall experience, with 3+ years in statistical modeling with relevant experience in big data and data mining development using large volumes of granular data to deliver analytical solutions - Must have expertise in Advanced Excel/R/SAS/SQL
A proven track of leading teams effectively and efficiently
Experience in payments, financial sector (any other relevant) industry preferred
Excellent verbal and written communication skills with an ability to formulate and communicate strategies in a clear and compelling way
Superior analytical and problem solving skills, strong client management skills
Ability to lead and motivate team members to deliver on stretched priorities and to inculcate a culture of innovation and learning
Should be comfortable with flexible shift timings to support the international business
Should not be on level 3 or above counseling at the time of applying
Should have a performance rating of G2L2 or better in the last review

Service Delivery Leader Resume Examples & Samples

Responsible for operational delivery of service commitments across a customer system. Provides consultative direction and influences improvement of customer operating activity
Ensures contract T&C’s are met
Key partner and advisor to Customer’s team. Drives business results and manages customer relationships within area of responsibility
Owns operational processes and manages service delivery processes in compliance with Customer’s and GE Healthcare’s policies
Defines service strategy and assists in decision making related to biomed and imaging equipment
Drives change initiatives to improve efficiencies and execute on business commitments
Provides administrative and operational leadership resulting in efficient day-to-day operations
Owns daily operations, i.e., scheduling manpower, installs, shift coverage, training, etc
Responsible for P&L of assigned accounts
Escalate equipment related issues that cannot be handled by on site team
Accountable for positive direct leadership of program team
Direct line manager for a team consisting of Biomedical personnel
Oversight of imaging field engineers
Leads and cultivates a culture of values and integrity
Promotes a safe working environment and ensures compliance with applicable EHS policies and procedures
Meets Health and Human Services, Environment Health and Safety and/or other applicable regulatory requirements
Develops strong customer relationships and serves as the interface between Customer and all GE Healthcare organizations creating “one GE Healthcare” for the Customer
Proactively identifies customer needs and develops and implements customer-specific solutions
Leverage GE internal relationships to enhance business performance and Customer experience
Develop content with SPM for formal quarterly reviews with customer
Represent GE Healthcare in regulatory agency inspections and hospital Safety Committee
Manages capital planning annual strategic replacement cycle for all medical equipment
Bachelor’s degree, Associates Degree or equivalent military experience and at least 5 years of corporate, military or field service leadership experience
Demonstrated experience leading a team, managing customer relationships and/or managing a P&L or comparable business unit
Must have a valid driver’s license in regions where required to drive on company business
Advanced degree (MBA, Master’s or other advanced degree)
Prior field service or field sales experience
Inclusive leader who builds connections through personal involvement and trust
Exceptional written and verbal communication skills
Demonstrated ability to drive change
Drives continual process improvement
Understanding of healthcare marketplace & challenges
Communicates complex technical issues in an easy-to-understand manner
Success interfacing as part of a matrixed solution-based service team

Service Delivery Leader Resume Examples & Samples

Redefine payments review process
Ensure completeness and comprehensiveness of audit plans
Interact with business partners to identify gaps in process and fix them proactively
Review data / process to identify opportunities to improve controls around payments/recovery
Strategize development of quality standards to drive consistency
Perform root cause analysis of risk events as an input to the development of preventive controls
Globalize learnings across processes to improve quality /efficiency of reviews and timely remediation of issues
Manage Risk Control Matrix testing and controls
Knowledge of payment business and systems
Quick learner and self starter and strong willingness to learn and embrace new things
Attention to detail and result oriented
Excellent Communication

ERP Buy Side Service Delivery Leader Resume Examples & Samples

Manage and coordinate change(s) impacting the application portfolio
Lead incident response efforts within service delivery for any incidents impacting the application portfolio
Manage overall service delivery supply (Suppliers and DuPont) to deliver against prioritized enhancement and break/fix demand
Communicate, socialize, and integrate change and release plans with overall release scheduler
Coordinate change / release testing from non-impact through operational readiness testing (ORT)
Provide consult by identifying and communicating service delivery implications of changes to business process standards
At least 5 years of relevant functional configuration experience with specialization in requisition to pay
Strong Knowledge of SAP ECC 6.0

Service Delivery Leader Resume Examples & Samples

Drive key strategic initiatives focused on improving the end to end processes based out of Manila as well as taking into consideration upstream and downstream processes
The role will capital on driving Operational Excellence by re-engineering the processes to deliver significant business impact
Influence best practices across the business and teams in India, Japan, KL, and US
Facilitate coaching and mentoring team members on high impact projects
Conduct brainstorming sessions with teams to pinpoint process improvement opportunities and enforce as well as facilitate key projects
Measure and Report the overall success of the business and present to site leadership
Engage with the stakeholders in the market to identify the key initiatives and execute the projects stemming out of the strategy
Excellent track record on execution of high impact and complex projects
Experience in Servicing Industry specifically focused on voice and digital
Preferably a Six Sigma Black Belt Certified and/or Project Management skills
Strong process orientation and analytical/problem solving skills with a keen eye for detail
Proficient in the use of Six Sigma Tools and MS Office applications
Statistical problem solving experience and established ability in change management process
High influencing skills, collaborative style and team orientation
Should have conducted training sessions
The incumbent should be tenured for a minimum of 18 months at Band 30 or Band 35 in the current role as on the date of application deadline. The incumbent should not be on level 3 or above counseling at the time of applying. The incumbent should have a performance rating of G2L2 or better in the last review

Service Delivery Leader, Bangalore Resume Examples & Samples

The primary purpose of this role is to ensure streamlined delivery of BPO services (IT, Master Data, P2P, Finance and HRIS) from our India delivery center in Bangalore
Responsible for the setting and managing the overall performance for Momentive Business Services operations in India
Develop and manage tower performance and strategic direction, while ensuring smooth delivery of day-to-day operations
Coordinate a cross-functional team of MBS resources to ensure that overall delivery of services is within agreed KPIs and SLAs
Utilize organizational and process driven skills, to systematically ensure service incidents, changes and expedited requests are responded to and resolved within SLA targets
Coordinate a client-services oriented function with a core focus towards management of large corporate initiatives/projects, strategic thinking, relationship management, including recruiting, developing, coaching and mentoring employees
Work with the global functional leaders to synchronize SLA activities to ensure that all engagements with the customer are aligned, understood and that customer needs are being documented and prioritized for action
10+ years’ experience in large, enterprise, multi-location shared service delivery centers
Proven experience in leading the delivery of IT, Finance and HRIS services
Demonstrated skills in project management, execution and service delivery
Proven competencies in using various Agile competencies in managing IT projects
Overall responsible for activity planning & sequencing, resource planning, developing and maintaining schedules, budget management, risk analysis and management, action item follow-up, status reporting, issue management, business partnering, working with vendors etc
Effective interpersonal skills and the ability to coordinate efforts across departments
Significant problem-solving and presentation experience with effective communication (verbal and written) skills
Strong process and process-improvement orientation
High-energy team player with a positive attitude
Strong experience with vendor management including contract/price negotiation, problem resolution and performance management
Excellent project management skills with demonstrated track record of managing complex cross functional (IT/Finance/HRIS) projects on time and within budget

Director, IT Service Delivery Leader Resume Examples & Samples

This leader must have technical expertise and be recognized by the Tax Practice as an expert in innovative and future state technology platforms
This leader must have proven experience with a broad spectrum of technologies including networks, communications, servers, storage systems, backup/archive, Technology Operations (Project Lifecycle and Softw3RE Solution Lifecycle and Production Lifecycle), integration approaches, high availability, horizontal and vertical scale, disaster recovery and information security techniques, tools and monitoring/reporting/alerting
This leader will have a seat at the table with the practice, and be part of a SSL/practice team that helps determine the strategy and roadmap for the business that he/she supports
This leader will be responsible for leading the creation, definition, and development of technical solutions to support the business needs
This leader will collaborate on the integration of physical and application architecture through close teamwork with software architects, application developers and operations teams
This leader will interface with other IT functional area leaders to define infrastructure support initiatives and solutions for improving service efficiency and effectiveness
This leader must have extensive experience of delivery that includes the use of multiple in-house, supplier and off-shore resources

Service Delivery Leader Resume Examples & Samples

Manage key business processes and reporting on business performance related to the AXP/Segment Balance Sheet
Supervise the preparation of financial results, including reporting key performance metrics
Compiling FAB (Finance Analysis Book) slides for senior leadership review and analyzing period over period variances for AXP/Segment Balance Sheet
Support new business initiatives by carrying out ad-hoc analysis and enable accurate reporting, post new business initiatives
Work on global/regional projects which would involve working across finance leadership and coordinating with multiple business partners
Should possess fair understanding of the General Ledger Controls
Lead/support assigned global/regional initiatives from Reporting perspective and provide leadership to all concerned resources
This position will be required to support various Balance Sheet Reporting initiatives undertaken by the management from time to time and accordingly, the job role may undergo a change, to align with those initiatives
The incumbent should either be CA/CPA or an MBA from a premier institute with 5/6 years of post-qualification experience
Experience in Management or Balance Sheet Reporting and consequently sound understanding of Balance Sheet and/or P&L drivers is essential
Strong knowledge of AMEX businesses, AMEX Finance and Reporting Systems would be preferred
Knowledge of US GAAP and SEC Reporting will be an advantage
Must be proficient in MS Applications such as Word, Excel, and Power Point
Ability to collaborate across geographies with multiple Finance partners across Controllership, Business Unit Finance and other Finance organizations to source information and deliver on customer expectations
Should be a strong people leader with prior experience of leading a team of professionals with ability to identify, train, motivate, develop and deliver through and with a diverse team
Should have strong results orientation, lateral thinking ability, project management and co-ordination abilities
Six Sigma awareness and training would be useful
Must have excellent communication, cross-cultural experience and interpersonal skills of a high order and should be able to interact independently with senior business partners / customers etc
Should have problem solving, planning and analytical skills to facilitate and focus on continuous improvement and innovation

Service Delivery Leader Resume Examples & Samples

Overall 6 year of experience with 2 years or more experience in information security consulting or quality auditing, or a similar field
Exposure with IT risk issues or technical environments and ability to understand information security controls and processes a plus
Information Security certifications (e.g. ISO, CISSP, CISM or CISA) preferred but not mandatory
Ability to work in a matrix environment
Experience working with auditors and regulators
Superior skill in organizing, managing and interpreting data. Excellent time management skills, and the ability to prioritize and multi-task
Service-Oriented perspective
Experience with program management, process creation, QA, and implementation

Service Delivery Leader Resume Examples & Samples

Responsible for India GAAP & RAP accounting and reporting including preparation and review of annul India GAAP financial statements and disclosures
Local regulatory reporting and filings to RBI
Serving as point of contact and supporting audits/exams performed by internal, external auditors and regulators
Impact assessment of new products, capabilities, campaigns etc on regulatory reporting
Responsible for regulatory reporting Process Risk Self Assessment (PRSA) refresh and testing
Operate in matrix environment, leading a team of three as direct leader while mentoring others in the larger team
Interpret and implement new regulations from RBI
Be an engine driving and managing change with respect to regulatory reports
Chartered Accountant / Certified Public Accountant from a premier institute, with 6 + years of post qualification industry experience
3+ years India banking industry experience preferred
Ability to work in dynamic environment
Ensuring high level of accuracy and timeliness
Strong accounting background and the ability to interpret India GAAP, Regulatory circulars/ Regulation from RBI and American Express Accounting and Management Policies to practical application. Exposure to IFRS/IND AS preferred
Understanding of balance sheet and analytical approach to interpretation
Proven ability to effectively present to and interact with senior management, regulators, internal and external audit
Strong collaborative, Team Player, relationship and leadership skills
Able to operate in a matrix environment and a decentralized structure
Ability to share technical knowledge and proactively encourage others to do the same

Service Delivery Leader Resume Examples & Samples

Create and partner in delivery of the short & long term strategy of the organization while leading a global team of BUSA professionals
Work with existing and new stakeholders across different teams to ensure smooth delivery of access via project engagements whereby ensuring compliance to AXP Information Security Policies
Collaborate with IAM, Ops Risk & Compliance to ensure adequate controls are in place and lead key automation/integration initiatives for the organization
Work with application owners to implement standardized access controls, drive automation and ensure system availability for business partners
Conduct periodic audit of prop centers, business partners to ensure compliance with policies
Partner with key stakeholder in the creation and maintenance of Job Function Templates (JFTs) for GSN along with other business partners in Amex
Ensure that Quality, SLA's and Cycle time deliverables are met for Security Administration globally
Create and lead a strong and motivated team to effectively support the Business strategies
Develop and retain high potential talent across the department and work actively towards charting out Career development programs and paths
Ensure Audit/Compliance policy and procedures are adhered to within the department
Relevant understanding of the Security Administration industry. Understanding of technology as related to Mainframes and ID Creation and maintenance. Technical understanding of security administration procedures for designated systems (e.g., RACF, TSO, CAS/Axcess, IMSS/W, VisionPlus, MR Platform, Merchant Management Platform, GNA)
Strong interpersonal effectiveness and teamwork skills. Prior people leadership experience is preferable
Working knowledge of Information Security policies and standards. Prior experience in leading access management migrations
Possesses working technical understanding of Security Administration procedures for designated systems
Possesses a good understanding of audit requirements and has an understanding of control principles and practices
Strong knowledge of operational procedures, workflows and policies for most customer/user groups for platforms such as Legacy, Triumph etc
Proven self-starter with strong, analytical, problem solving and decision-making skills
Strong software skills, which include the Microsoft Office suite of products. Ability to assess different levels of risk and/or impacts to the business
Strong written and verbal communication skills coupled with organizational and planning skills

Service Delivery Leader Resume Examples & Samples

Bachelor's Degree plus overall 6+ years of experience in manage aspects of program management, operational leadership, data protection or other regulatory experience preferred. (Technical background not mandatory)
Proven Operational leadership & the ability to drive high customer and employee engagement
Good hands on experience on MS-Excel, MS-Access & PowerPoint
Excellent problem solving skills (issue identification, problem structuring, analysis, development of recommendations)
Strong verbal & written communication skills and the ability to interact effectively with cross functional teams
Demonstrated analytical skills including the ability to think through all aspects of problems and generate possible courses of action
Proven track record in driving results; ability to coordinate and prioritize concurrent activities within deadline-driven climate
Strong Interpersonal & Project Management Skills. Candidate should be good on Multitasking and Time management
Proven ability to drive results and robust problem solving skills
Ability to build relationships, mobilize cross functional teams and leverage authority in a highly matrixed organization that has a presence across globe
Knowledge of Amex business & systems is an advantage Shift Timings. Should have demonstrated people leading qualities in previous roles and must have strong business acumen and hands on capability experience
Deep business knowledge to ensure end to end analysis
Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
Strong work ethic with an intense will-to-win and demonstrated personal excellence
Business & Domain Knowledge – Finance: Banking & Credit Cards

Service Delivery Leader Resume Examples & Samples

Managing financial accounting process across AXP
Ensuring process health through metrics based governance – maintaining integrity of the financial statements
Ensuring seamless Month / Quarter/ Year Close Process
Ensuring compliance with agreed SLA, internal guidelines, accounting policies/ protocols and regulations that are applicable from time to time ( AXP internal, USGAAP, ICET )
Managing internal and external audits and other submissions to ensure regulatory/ tax compliances
Timely submission of sub-ledger supports to reconciliation team
MIS, analytics related to the entities/ processes managed
Lead and participate in process standardization, automation, consolidation and continuous improvement initiatives including business partner and customer initiatives. This is a people leadership position. The incumbent should have prior experience of leading a team of atleast 10-15 people and should be able to take responsibility for driving and managing a high level of Employee Motivation and Engagement
Incumbent should also have a prior experience of handling operations and accounting related functions including various audits and compliances
Strong accounting & operations background, with good understanding of financial controls and focus on financial integrity
Demonstrated ability to manage and prioritize multiple tasks to meet tight deadlines
High level of professional maturity to respond quickly to all issues/queries
Proven ability to drive & manage change – demonstrated experience for implementing initiatives towards automation/ standardization of processes
Demonstrated people leadership abilities with proven results
Strong interpersonal skills with flair for dealing with people at all levels
Analytical capabilities to come up with business insights
Capability to think ’Outside The Box’ to offer alternate perspectives and solutions to increase productivity and significantly reduce cost of operations
Desirable : Six Sigma Certification/Training
Good understanding of SOX requirement and Spreadsheet policy
Understanding of Amex processes, systems, policies & various AMEX finance practices will be a plus
Project management skills will be a plus

Service Delivery Leader Resume Examples & Samples

Lead Partner site Operations for US and International Card Members of American Express. Partner closely and act as the on-site liaison between the Company and contracted third-party servicing Partner
Support program strategies and drive partner adherence to all operational, compliance, audits and customer experience goals
Provide on-site direction to servicing Partner to ensure the program meets goals and American Express’ servicing standards
Demonstrate responsibility for compliance with legal regulations and business priorities
Demonstrated ability to drive results by effectively handling multiple demands and competing priorities
Ability to collaborate and influence at all levels of the organization
Analytical ability to implement the CFN strategy to improve results. Manage volumes handled, including forecasting, training, and expenses. Manage ongoing business results driving Customer Satisfaction, Internal Quality and Cost drivers
Create and implement strategies and programs for continued improvement of partner performance. Facilitate regular operational performance reviews. Provide updates to senior leadership. This role may be subject to additional background verification checks. This role may be subject to additional background verification checks
8+ years of experience managing large operations
Excellent people leadership is a key requirement of the role
Project Leadership experience in order to manage department-wide initiatives
Experience in group dynamics, team empowerment, and individual development, to include experience with the process of staff development
Excellent communication skills, including written, presentational and employee interaction
Analytical experience to deal with complex business problems
Strong Operations management experience with large span of control is mandatory

Service Delivery Leader Resume Examples & Samples

Position Summary The incumbent will be responsible for managing team of analytical employees managing Contact and Capacity Management. Real Time Monitoring, BCP, ID and Access Management. Manage Inventory, aging, service levels, abandon rates and penetration rates to ensure collection effectiveness targets are met
Key Deliverables-
Manage a team of analytical employees and play the lead role in managing an operations desk and all support functions for GCA- Operations. Support functions include Operations Desk, BCP, Hiring,
Perform deep dives into metric and volume trends, drive accuracy of all operational MIS, and identify best practices and process improvements
Manage Inventory, aging, service levels, abandon rates and penetration rates to ensure collection effectiveness targets are met
Manage staffing and capacity plans to adequate staff in all work segments to meet goals
The incumbent will act as the primary liaison to Contact Center and Capacity Management (C3M), dialer support teams, and Fraud Operations groups
It is essential that this person have the ability to impact and influence others actions with the best interest of the business in mind
Demonstrated ability to manage and prioritize multiple complex tasks to meet deadlines. Strong skills in developing an end-to end action plan with clear milestones, deliverables, dependencies, timelines, and resource planning, etc
Develop, manage and improve key performance management processes across all Credit & Fraud functions
Drive the development of a new strategic analytic capability within the business by having the support team play a more analytical and consultative role
Strong ability to build strategic relationships in a matrixed environment with multiple leadership teams. Responsible for hiring quality internal and external candidates to meet business needs
Develop and Manage Business Continuity Plans
Graduate with 0-3 years of relevant experience preferably in service industry
Good working interpersonal and negotiation skills and the ability to communicate at all levels
High result orientation. Proven ability to drive high productivity & sustained performance
Manage conflict and counsel performance
Strong team player with a high level of integrity. Result oriented and decision making skills
Ability to demonstrate flexibility and resilience in the face of changing business requirement
Strong Analytical skills (Mathematics and Statistics background preferred)
Sound Knowledge of Workforce Management Process & Methodologies
Experience in Coaching & Development of Large Teams
Good Working Interpersonal and Negotiation Skills and the Ability to Communicate At All Levels
Excellent Communication & Relationship Skills
Ability to Demonstrate Flexibility and Resilience In The Face Of Changing Business Requirement
Result Oriented Environment
Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is Preferred
Language: English

Service Delivery Leader Resume Examples & Samples

Lead, coach and mentor a team of business analysts to drive product development and data quality framework
Work with clients to identify, specify and document complex business requirements and provide appropriate solutioning, specifically around prioritized business use cases
Review design documents with technology partners and business partners (as needed) to ensure requirements are captured accurately and optimally
Create / document / execute User Acceptance Test cases for new application capabilities
Develop user best practices guidelines and provide consulting and training to business users
Manage application issues and drive towards a speedy issue resolution
Lead new product implementations, preparing project plans and other supporting information, and providing project status
Manage customer expectations including scope, schedule, changes, capacity and problem resolution
Drive on-time, high quality project deliverables
Proven people and product management skills
In depth knowledge of Business Intelligence platforms such as Actuate/ JasperSoft etc
Strong analytical skills including the ability to think through all aspects of complex business requirements and generate possible courses of action
Financial acumen and problem solving skills
SAS/SQL, Hive/Pig/Python/R programming skills
Knowledge of Hadoop architecture & related tools/technologies
Demonstrated ability to drive results and manage multiple relationships and projects, proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
Ability to prioritize and deliver work within a deadline-driven climate
Demonstrated experience using Agile Methodology
Experience in the creation of User Acceptance Test cases
Experience validating business requirements by testing code in SAS
Strong communication skills oriented toward working with customers to document their product needs
Good problem solving skills (issue identification, problem structuring, analysis, development of recommendations)
Team player with demonstrated ability in collaborating across customer and Technology organizations
Ability to work Flexible hours including weekends as required
Experience working within a complex data warehouse environment is a strong plus
8+ years’ experience leading a team in Data & Product management domain
Bachelors Degree is required, master’s Degree is strongly preferred

Service Delivery Leader Resume Examples & Samples

The incumbent should either be a Chartered Accountant or M.B.A with around 6 years of relevant post qualification experience or a B.Com (or equivalent) with minimum 10 years of relevant experience,
Demonstrated leadership skills needed to create, develop, train, motivate and communicate with a diversified work force and promote diversity in all respects,
Must have strong skill of accounting, finance and finance system controls. Understanding of various AMEX finance practices will be an advantage
Must be proficient in using standard MS office products especially in PowerPoint
Must have the ability to influence outcomes and build strong relationships
Must have strong analytical skills, maturity, good judgment, positive / independent / structured approach
Must have strong, proven people management skills. handling Cross functional, cross cultural teams, project management and co-ordination abilities,
Should be able to operate in a Global environment
Must have good communication and interpersonal skills and be able to interact with senior leadership with Finance ,multiple employee levels /business partners/customers etc.,
Must possess problem solving, planning and analytical skills to facilitate and focus on continuous improvement, innovation and should have successfully worked on quality projects. Preference will be given to Green Belt Certified candidates
Prior experience in using quality tools and methodology will be an added advantage
Must have good communication and interpersonal skills and be able to interact with senior leadership with Finance ,multiple employee levels /business partners/customers etc

Service Delivery Leader Resume Examples & Samples

Business Leaders, Vice Presidents, Service Delivery Leaders, Directors & Managers
Centralised Call Management, Global Call Delivery Strategy, Voice Response Team, Capabilities etc
Global Business Integration (GBI), Network Engineering Optimisation (NEO), Process Excellence (PE) teams
Learning, Training & Development, Recruitment, Human Resources, Centres of Excellence etc
Contact Centre Managers, Team Leaders & Customer Care Professionals
Internal business partners (e.g. Technologies, Regulatory Strategy etc)
External business partners (e.g. IBM, AT&T, Aspect, Avaya etc)
External service delivery partners (e.g. outsource partners)
Bachelor’s degree or equivalent combination of education and work experience
Outstanding written & verbal communication skills in English
At least two years proven leadership experience of planning functions in a large, multi-site/multi-media call centre environment
Expert knowledge of forecasting and scheduling using Aspect eWFM (or equivalent software)
Expert knowledge and experience with Intelligent Network and ACD systems and reporting
Highly developed analytical and problem solving skills – demonstrating thought leadership
Ability to collaborate and influence across organisational lines and at all levels
Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals
Use of sound judgement and calculated risk-taking

Service Delivery Leader Resume Examples & Samples

Reviewing and Monitoring of Balance Sheet Account Reconciliations metrics including analysis of write-offs, write-backs and Reconciliation Reserves and appropriate resolution thereof
Establish, maintain & improve the efficiency and effectiveness of the processes for the area for which the incumbent will be responsible for
Advance his / her area of functional expertise and to ensure that integrity, control and optimal functionality is maintained to ensure improvement of financial transaction process and associated cost/quality metrics
Incumbent should preferably have broader technical knowledge gained out of significant experience or by managing larger and varied jobs. The incumbent should have thorough applied knowledge of end to end operational system linkages, Regulatory & Accounting Principles and should be able to guide teams in application
Drive front end fixes, influence and co-ordinate account level clearance of both values and items, using actionable MIS
Do consistent coordination and follow up with process teams, Markets (Market Controllers & their teams), Operations & Treasury across various locations globally to ensure that improvement is sustained and discipline is maintained
The incumbent shall ensure compliance with the prevailing reconciliation policy besides contractual and regulatory requirements as applicable in various markets undertake exception reporting
In addition the incumbent will serve a critical role in maintaining & improving service levels with a variety of customers for complex and varied high financial processes involving high values. The process requires qualitative analysis and value addition to identify and address potential exposures, process re-alignment and re-engineering opportunities and elimination of cost of quality
Ensure process standardization and discipline through metrics, CSA, JE and Rec reviews, and support attestation of the process, support audits and meet requirements of Sarbanes Oxley Act
The incumbent will be required to always look at opportunities to improve the controls and compliance of the processes and drive and influence improvements with processes and markets which have linkages to Operations, Accounting and Controls. Apart from being accountable for establishing necessary protocols and compliance standards, the incumbent may additionally need to drive process/service excellence and drive customer change management initiatives
The incumbent shall be required, among other things, to maintain close contact with customers / business partners, Technologies and other interface groups
The incumbent will be required to plan and assign responsibilities in the team, and define deadlines
The incumbent will be required to solve issues that are repeated or in a unprecedented situation where solution could be derived from existing policies/guidelines. S/he may require innovative thinking/experience/judgment to solve problems
The incumbent will be required to do interface for internal quality checks to ensure processes are compliant
The incumbent will be responsible for Customer Interaction which may include giving scheduled updates/Performance MIS, customer reviews, find solution for new type of customer escalations not defined by the protocol
Driving Projects requiring change in customer requirements
Should have good maturity to handle large teams working for multiple geographies
Should have good maturity to respond quickly to crisis situations related to the process, customers and unique employee issues
Professional Finance qualification is preferred (CA or CPA) with minimum 7 years of post-qualification experience
Understanding of related USGAAP is a plus
Functional understanding of consolidation process & reporting
Has end to end understanding of the processes including upstream and downstream processes
Strong and clear written and verbal communication skills
Good analytical skills and able to connect business drivers and linkages
Has maturity to handle teams and people, motivates and guides team. Effectively handles conflicts
Provide coaching and mentoring to the team and is the Pont of contact in the sub LOB in absence of Band 40
Has ability to solve problems and identify opportunities for improvements
Has ability to design, implement, manage and streamline complex processes
Has excellent experience with Control and Compliance requirements
Project management experience in handling large customer defined projects

Service Delivery Leader Resume Examples & Samples

Lead in the preparation and perform detailed review of the Bank Holding Company regulatory filings to the United States Federal Reserve Bank of New York (Federal Reserve) eg. TIC B, TIC S, TIC C, TIC SLT, FR Y-8, FFIEC009, 2314/Y-11 and FR Y-9LP forms and review related reports as required. These quarterly/monthly filings report contain financial and non financial information in accordance with the applicable Federal Reserve and other authoritative guidance at both the Consolidated American Express Co. and at subsidiary legal entity levels
Lead the Entity Submissions Consolidations processes through which information for some of the External Reporting / Regulatory Filings is gathered from various entities / markets across AXP
Provide support to the Entity Submissions Preparation process for different entities. Entity Submissions & Consolidations team provides support for the standard submissions to all the entities / markets and is responsible for review of the submission to ensure completeness, correctness & adherence to timelines. The consolidated information is shared with the External Reporting & Regulatory Reporting Teams
The individual will be exposed to American Express systems & processes and will work with several internal & external groups outside of Controllership/Finance (including senior leaders of the Company) during the course of these filings
Oversee the completion of US GAAP subsidiary financial statements for certain subsidiary entities as required
Respond to inquiries of (i) Federal Reserve related to the regulatory filings; and (ii) other regulatory & reporting related inquiries from internal and external groups
Lead / Support new business initiatives by carrying out ad-hoc analysis and enable accurate reporting, post new business initiatives
Oversee the completion of US GAAP subsidiary financial statements for certain subsidiary entities as required. Coordinate the completion of regulatory reporting checklists and the external auditors’ review, where required. Work closely and coordinate with various Subject Matter Experts and Global Reporting leaders to receive required deliverables
Lead Financial Analysts within Regulatory Reporting
Prior Regulatory/SEC/Federal Reserve/External Reporting and banking/financial services experience a plus
Strong understanding of basic accounting and reporting. Experience in US GAAP accounting / reporting preferred
Self motivated, proactive team player with a passion to consistently deliver high quality service and exceed customers’ expectations
Excellent communication/ presentation skills – verbal, written & presentation
Able to understand and enhance the control & compliance environment around the filings
Demonstrated organizational skills with the ability to meet/exceed critical deadlines and manage multiple projects at the same time
Excellent relationship building, presentation and collaboration skills
Quick learner and superior problem solving skills. Focus on generating efficiencies and continuous process improvement
Ability and desire to coach develop and promote talent of Financial Analyst/s reporting to this position
Advanced knowledge of Oracle financial systems is a big plus
Proven track record of streamlining the processes / identifying control gaps, mitigating the risk through automations / formal documentation is strongly desirable

Service Delivery Leader Resume Examples & Samples

Ensure appropriate operational controls are in place and maintained on an ongoing basis
Quickly identify negative trends in operational indicators and implement effective corrective measures with a sense of urgency
Effectively manage operational issues, concerns, negotiations, performance results and relationships.
Achieve high levels of employee engagement and motivation
Understand drivers of customer experience, and collaborate with Risk Management, Quality and Training departments to develop and execute plans to improve Customer Satisfaction metrics
Sound Knowledge Of Workforce Management Process & Methodologies
Experience In Coaching & Development Of Large Teams
Good Working Interpersonal And Negotiation Skills Ability to effectively influence various levels of management in Lines of Business and Staff Groups . - Excellent Communication & Relationship Skills
Ability To Demonstrate Flexibility And Resilience In The Face Of Changing Business Requirement
Result Oriented Ability to drive change in a highly consensus driven culture
Strong team and thought leadership and the ability to innovate
Proven analytical and problem-solving skills alongside proven decision-making and risk management abilities
Shift Timings - 24*7 environment

Service Delivery Leader Resume Examples & Samples

Proven Operational leadership & the ability to drive high customer and employee engagement Effective in written and verbal communication with partners located globally
Experience in Business Continuity is a plus
Risk Mindset
This position is responsible for ensuring compliance with the Information Security Key Requirements such as Service Continuity framework, Business T, Enterprise Assess review and Data Loss Prevention program for AXP Staff Group. Key Responsibilities
Independently working with key contacts across different process areas to ensure robust Business Continuity program is in place
Manage the annual BIA recertification exercise end to end
Support the Service Continuity audits and regulatory requirements such as resolution planning etc
Ensure the identification and remediation of all Business T applications according to AEMP30 guidelines
Liaising with DLP Governance team to understand and implement program requirement
Creating awareness of the DLP program, escalating repeat offenders and/or high severity events to leadership
Ensure timely completion of Leader Access and Transfer Access reviews
Ensure compliance with Information Security related control rating requirements for the business unit
Implement process improvements to gain efficiency and increase effectiveness

VP, Service Delivery Leader Resume Examples & Samples

Strong leadership, influencing and negotiation skills and a demonstrated ability to direct efforts, apply client management, project management, record keeping and regulatory concepts and methodologies in a creative and value added way
Demonstrated ability to balance customer service and satisfaction with sound business judgment; ability to evaluate broad business issues and engage appropriate parties at all levels of the Fidelity and client organizations
Strong oral and written communication and executive presentation skills

Service Delivery Leader Resume Examples & Samples

Ensures delivery against department goals and objectives
Drive process KPI’s and ensure a strong focus on deliverables
Customer / Partner centricity acting as a catalyst for change and improvement in performance
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Manage the day-to-day operations of a complex business unit
Accomplishes operations objectives by recruiting, orienting and coaching, counseling employees. Expected to actively drive planning, monitoring, appraising, and reviewing job contributions of the team
Manage global business partners. Foster team work and innovation across the sites to improve performance and customer experience
Lead or participate on project teams involved with departmental or strategic projects
Lead / Guide specified site level strategic initiatives
Strong experience in managing an operations unit
Demonstrated experience in provide solutions to business challenges
Experience in driving process improvement to achieve efficiencies
Ability to operate in a global environment while working with multiple stakeholders
Ability to influence / lead beyond his / her defined scope of responsibilities
Graduate/Post Graduate in any discipline
13 - 17 years of total experience preferably in a US based financial services organization and with extensive operations responsibilities

Service Delivery Leader Resume Examples & Samples

Create a strong control environment and awareness
Develop appropriate monitoring mechanism to ensure the controls are effective
Strong experience in managing an operations unit and strong understanding of risk frameworks

Service Delivery Leader Resume Examples & Samples

Post Graduate/Graduate with relevant experience preferably In Service Industry
Knowledge of Credit Operations is general and ANZ regulatory environment and ANZ Credit Bureau in particular would be preferred
Experience In coaching & development of diverse teams and in managing layers of leadership
Good interpersonal, negotiation skills and ability to effectively influence various levels of management in Lines of Business and Staff Groups
Result Orientation, sound thought leadership and the ability to innovate
Shifts – 2:30 AM (IST) / 8:00 AM (Sydney time)

Service Delivery Leader Resume Examples & Samples

Provide guidance to others within American Express w.r.t. to process, control activities and ensure exceptional levels of customer satisfaction for internal customers
Extensive interface with international customers to drive issue resolution / customer satisfaction
Handle escalations from International Customers / Business Partners related to Project
Ensure high degree of team cohesiveness & engagement and manage attrition proactively to avoid customer impact
Drives results cross functionally, cross business units and across the Blue Box that have a major impact on American Express’ revenue and profitability
Ensure compliance to standard American Express project management methodologies
Should have experience of managing a team with at least 1-3 DR’s
Have end to end knowledge of procurement operations
Prior Experience of Working on Procurement ERP Platform like Ariba, Oracle, SAP etc is a preferred
A prior exposure to the Procure to Pay domain including analyzing, negotiation, sourcing, contracting would be preferred
In depth knowledge of AXP businesses a plus
Strong written and verbal communication skills, including ability to distill complex issues quickly, effectively communicate strategies, and summarize key points and implications

Account Manager & Service Delivery Leader Resume Examples & Samples

Minimum of 3 years of experience in business
Strong understanding of BPO financial levers
Makes client the compelling focus of the business
Possess and continuously display strategic focus and business acumen
Relentlessly pursue excellence
Foster a spirit of collaboration and teamwork
Attract and retain talent through effective people management
Have a bias for action, superior implementation
Be a Brand Ambassador for the organization
Intellectually agile and analytical
Consistent ability to mine relationships

Service Delivery Leader Resume Examples & Samples

Ensuring accurate and timely reporting on GCP performance analytics & packages to key stakeholders
Delivering data-driven insights to stakeholders to uncover trends and underlying drivers of growth to inform business strategy
Acting as a pioneer for driving creative and impactful analytics & actionable insights through SAGE & other systems
Partnering with numerous regional teams to drive innovation, best practices and global synergies
Handle ad hoc and sensitive queries related to the performance of the GCP organization with urgency, accuracy and discretion
Design & deliver consistent regional/global reporting solutions for Senior Leadership & Field organization
Strong business and financial acumen, with solid quantitative skills and creativity in developing insightful analytics
5-7 years of relevant work experience and preferably a Master's Degree or equivalent

Service Delivery Leader Resume Examples & Samples

The successful candidate will have full Operational responsibility of leading and managing Global Service delivery end 2 end service channels Onsite or Offsite for a specific location inclusive of ancillary fulfilment
They will be fully accountable for customer satisfaction, partnering with Client Management to ensure account retention, and continuing to develop best-in-class employee satisfaction results
The successful candidate will drive cultural and process changes to deliver a truly on and offline hybrid business where the traditional operational point of arrival will see the ability to handle any travel fulfilment, anytime, anywhere in the network
Develop a robust flexible work force practice across service delivery teams to ensure most optimal workforce utilization
Work closely with Finance, AEGBT outsourced financial capture functions and other appropriate support functions to ensure proper financial processes and controls are in place minimizing write-offs
Lead a large team of 100+ employees effectively

Service Delivery Leader Operations Resume Examples & Samples

Develop the next generation Servicing strategy for the Portfolio
Ensure ongoing delivery of all key operations metrics across Share Holder, Customer and Employees
Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency and unit cost metrics
To enhance cross-sell and value generation strategy
Deliver Best in Class Recommend to Friend score leading to greater advocacy in our Card Member base and ensure the strengthening of Relationship Care® ethos in operations
Build a culture that energizes and engages the workforce, making CEN the “Go To” employee brand
Also, develop a culture of continuous improvement and waste elimination
Collaborate effectively with peers in NEO, Process Excellence, Capabilities organizations and other geographies to develop end to end strategies to reduce demand and elevate Card Member experience
Be a value add partner to the Business
Build a strong internal controls framework and ensure we meet all regulatory, compliance standards
Innovate Servicing
Demonstrated ability to lead large (150+) scale customer service organization
Proven track record of working in a Global Operations environment and delivering outstanding results
Strong project management, problem solving & analytical skills
Ability to coordinate multiple priorities at once
Exceptional thought leadership to continually explore and create innovative process and business improvements
Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization
Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives
Excellent written and oral communication, interpersonal and conflict resolution skills
Lives the growth mindset
Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group
Trained in Process Improvement and Six Sigma techniques
Demonstrated Values based Leadership

Service Delivery Leader Resume Examples & Samples

Chartered accountant with 6+ years of experience or equivalent
Financial reporting background desired
Knowledge of reporting systems e.g. Oracle, Cognos a plus
Strong analytical skills, Self-motivated and proactive
Effective people leadership skills

Service Delivery Leader Resume Examples & Samples

The Service Delivery Leader undertakes both commercial and service delivery management of one or more large on-site deals for Outsourcing
The Service Delivery Leader manages the teams of project, sustainment & service leaders, coordinators and technicians to ensure delivery is to budget, to specification, on time, and to customer satisfaction
The Service Delivery Leader actively manages the relationship with the client covering all the commercial, risk and opportunity development aspects of the services provided
The Service Delivery Leader has accountability for the client satisfaction, will conduct negotiations with the clients for new, add-on and existing services to ensure commercial viability and realistic expectation setting
The Service Delivery Leader acts as an escalation point for the customer and works with Senior Service Managers from Outsourcing service lines to ensure that service provision meets both SLAs & expectations
The Service Delivery Leader manages any delivery units including the people and services delivered, ensuring the services are consistently and efficiently provided, using best practices to be of an appropriate quality to meet contractual obligations and that all targets are met
The Service Delivery Leader will show clear dedication and commitment to individual business objectives and responsibility to the group as a whole
The Service Delivery Leader will actively promote the group's image capability and resources to the external environment
The Service Delivery Leader will generate innovative solutions for delivering services and introduce new tools and technology to support this
The Service Delivery Leader works with the Account Management team to support targeted account growth and with the Finance Controller on P&L management and improvement
Experience with full project delivery life cycles
Experience managing long term outsourcing arrangements managing a clients SAP System
Proven strong commercial management skills commensurate with role
Experience developing long term partnerships with internal/external clients and building trust to negotiate contracts and key recommendations
Experience presenting clear, concise well structured arguments to support an opinion
Experience working in unionized environment
Experience in managing delivery teams of various sizes and scope in a matrix environment (may include staff, consultants, and vendors) - ability to form, build and manage effective teams and hold teams accountable for results
Strong experience with and knowledge of Microsoft Office, SAP CRM, SharePoint, VISIO and Microsoft Project, Strong understanding of ITIL and CMM
Proven leadership, coaching and resource management skills sufficient to lead and motivate a workforce faced with significant change
Solid impact and influencing skills, including organizational navigation skills suited to a fast-paced changing environment
Ability to build and maintain productive and collaborative working relationships with internal/external stakeholders

Service Delivery Leader Resume Examples & Samples

Partner closely with the Human Resources, Learning Network, Quality, Compliance to ensure consistent service delivery
Help Expand the footprint of India CSN presence at the center by identifying opportunities and consistently out performing partner sites on like skills
Strong people leadership skills. Create a highly engaged and energized team which delivers best in class service at right margins
Effective budget management and cost control for the team
Strong operations governance – should be proficient in understanding all servicing delivery metrics and set an infrastructure to drive sustained performance
Should have the ability to go deep and understand process level SOP’s till L3 in detail
Deep understanding of inbound contact centre environment – understanding of voice of customer process and shareholder metrics
Understanding of Financial services industry preferably credit cards
Proven track record in managing large teams with strong proof points on driving customer satisfaction and efficiency
Should have proven track record in managing a large scale voice operations
Corporate CSN experience preferred
The incumbent should be tenured for a minimum of 18 months at Band 30 or Band 35 in the current role as on the date of application deadline
Shift Timings – 24*7 environment

Service Delivery Leader Resume Examples & Samples

Develop strong relationships across different cross functional teams. This individual would need to be highly customer-centric
Drive improvement projects proactively which enables business and revenue growth. Aligning with key partners to improve existing programs and implement new programs
Performing analytics to ensure programs support key business goals and objectives for the Network
1) Strong project management experience with demonstrated ability to think strategically and provide business driven recommendations
3) Proven ability in problem solving and analytical skills
5) Capability to influence without authority at all levels with customer-centricity
6) Ability to develop relationship/Influencing skills is a must
9) Strong knowledge of Payments Industry & AXP Policies with ability to independently handle compliance processes/programs 10) Flexible to working across multiple time zones and stakeholders

Service Delivery Leader Resume Examples & Samples

Manage day to day operations and Budget Management & Reporting
Engage with business partners and stakeholders to understand requirements and provide solutions
Coordinate with key stakeholders and internal customers to obtain monthly input and extract Merchant Force data on Financials and A&P i.e. Intro Funds (Signon Bonus/Marketing/Tech Upgrade Invoices)
Work closely with the Contracts Team/GCO on develop contracts & addendums ongoing basis
Drive training to internal customers on all intro funds related matters including recent launch of Deal Protocol approval process
Drive report on monthly variance for cost centers and perform detailed reconciliation of all vendor invoices
Develop & Implementation of financial modeling & database
Set up, process and track (Statements of Work) SOW’s and Vendor invoices across MSA through working with Global Procurement & Ariba
Run the day to day POP business while implementing strategic initiatives to gain operational efficiencies
Oversee inventory and ensure ordering, warehousing and shipping processes run smoothly
Manage the day to day relationships with our product and warehousing vendors
Lead an Analyst direct report and oversee his work on managing our inventory levels and ordering, fulfilling on internal POP requests, coordinating Vendor Compliance reviews and managing and reporting the POP budget
Serve as a POP subject matter expert. Provide POP product and strategy training to the organization and consult with Client Managers, channel owners and merchants on POP opportunities
7-9 years of experience in Budgeting & Reporting and operations. Should have demonstrated people leading qualities in previous roles and must have strong business acumen and hands on capability experience
Team management and people leadership experience
Prior experience and understanding of Budgeting and Reporting process
Strong Project and stakeholder management is a must
Strong written and oral communication skill
Require strong relationship management with key stakeholders to consolidate monthly financial results Drive results on simultaneous, multiple tasks with differing levels of progress
A self starter with strong interpersonal skills and a proven ability to build positive relationships and collaborate with cross-functional teams
Attention to detail with a strong aptitude for quality and process improvement

Service Delivery Leader Resume Examples & Samples

Overall delivery responsibility of assigned client(s) across all work streams for FA&P Commercial organization
Manage delivery expectations of clients and ensure improvement in CSAT scores
Work with Global Process leaders to create and maintain clear escalation paths related to service delivery issues and associated client communication
Work in close collaboration with Global Process teams to ensure all client SLAs are consistently met
Work with respective Global Process teams to ensure timely resolution of all customer issues
Work in close collaboration with Industry Leader(s) to a) keep on updated on delivery issues & challenges; and b) align on client expectations
Produce and manage interlock reporting back to the IBG leaders
Partner with Industry Business Groups (IBG), Account Leaders, and Service Delivery team to create and deploy standardized reporting for client governance meetings
Act as liaison between IBG leaders and Global Processing teams
Work with the IBG leaders and Global Processing teams to identify and manage service improvement activities
Provide support to Industry Leaders for new opportunities for the client being managed
Oversee operational management and achievement of client budgets
Coordinate forecast and flash submissions
Coordinate monthly financial result reviews and oversee corrective actions as needed
Coordinate all internal Service Delivery reporting including Hot Client lists, Requisition approval processing, COI tracking, etc
5+ years’ experience in shared service environment
MS PowerPoint, MS Word, MS Excel
Operational Leadership with a strong focus on quality, efficiency and workforce management
Results oriented with track record of consistent service delivery. Customer oriented leader with a high level of credibility
Experience with working with teams, matrix management, leading by example, and building trusting relationships

Regional Service Delivery Leader Resume Examples & Samples

Coordinate and facilitate consultation with stakeholders to define business and systems requirements for new technology implementations
Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance
Align IT objectives and programs to enterprise objectives and strategies
Standardize processes across various business units
Define metrics based on overall business objectives
Participate in strategic and operational governance processes
Develop and maintain an appropriate IT organizational structure that supports the needs of the business
Supervise recruitment, development, retention, and organization of all IT staff in accordance with corporate budgetary objectives and personnel policies
Establish Infrastructure Delivery departmental goals, objectives, and operating procedures
Develop, track, and control the information technology annual operating and capital budgets
Develop business case justifications and cost/benefit analyses for IT spending and initiatives
Establish and manage strategic service provider partnerships
Working in collaboration with the Infrastructure Engineering Leaders; approve, prioritize, and manage projects and the project portfolio as they relate to the selection, acquisition, development, and installation of major information systems
Provide technological guidance within the organization
Work with the Chief Information Security Officer to rollout and enforce security measures across the organization
Review hardware and software acquisition and maintenance contracts and pursue master agreements to capitalize on economies of scale
Keep current with trends and issues in the IT industry, including current technologies and prices. Advise, counsel, and educate executives and management on their competitive or financial impact
Champion communication between organizations at all levels
Create Standardized Operating Procedures
Increase workflow efficiency
Increase staff effectiveness
Ten years in a healthcare information technology leadership role preferred
Candidates must possess sufficient healthcare knowledge to contribute to system-level decisions and to demonstrate credibility with peers, subordinates and stakeholders
Considerable knowledge of business theory, business processes, management, budgeting, and business office operations
Substantial exposure to data processing, hardware platforms, enterprise software applications, and outsourced systems
Good understanding of computer systems characteristics, features, and integration capabilities
Experience with systems design and development from business requirements analysis through day-to-day management
Proven experience in IT planning, organization, and development
Excellent understanding of project management principles
Superior understanding of the organization’s goals and objectives
Demonstrated ability to apply IT in solving business problems
Proven leadership ability, with demonstrated success as an IT Leader in a large Healthcare organization (10+ years)
Ability to set and manage priorities judiciously

Senior Service Delivery Leader Resume Examples & Samples

Developing, monitoring, administering & governing programs managed by the policy compliance team
Provide strategic, analytical, insightful recommendation on each compliance infraction and drive enforcement of the policies
Be an internal subject matter expert/consultant for policy compliance related matters
2) Strong track record to present solutions to business situations, drive results and resolve issues with minimal supervision
4) Excellent oral and written communication with the ability to put together senior management presentation and delivery
7) Experience at working both independently and in team/matrixed environments
8) Should be a proactive self-starter with ability to think ahead and plan and manage and balance multiple priorities

Service Delivery Leader Resume Examples & Samples

US GAAP knowledge & practical experience
Ability to manage multiple priorities with excellent attention to detail
Able to challenge status quo & effectively communicate to leadership, auditors and regulators
Strong analytical skills and ability to connect business drivers
Strong relationship building skills and ability to influence without direct control
Exposure to working in a matrixed environment
Ability to work in and handle complex ambiguous situations
7+ years of post-qualification experience in Audits, Finance, Accounting & Reporting
CA/CPA or equivalent professional qualification preferred; Degree in Finance/Accounting an advantage

Senior Service Delivery Leader Operations Resume Examples & Samples

The incumbent will be responsible for developing and executing fraud operational strategy to maximize effectiveness and production efficiencies
The position is accountable to effectively manage the key production and servicing indicators of Inbound /Outbound and Back-office Fraud Operations with flawless execution of Risk Management policies and procedures
Lead, coach and develop Team Leaders/Managers
Develop and maintain strong relationships with business leaders across the Network
Ensure that daily volumes are worked in a timely manner, in full compliance with risk management and financial policies, and compliance requirements
Post graduate With Relevant Experience Preferably In Service Industry
Knowledge of the Fraud industry as it relates to the credit card business including knowledge of call centre management

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