Service Delivery Manager- US Payroll- Coimbatore

Service Delivery Manager: - US Payroll Location: - Coimbatore

Qualification: Graduate, Postgraduate (preferably MBA)

Mandatorily looking for Female Resources

Primary Skills Required: -

1) US Payroll

2) People Management Skills

3) Should be able to understand performance metrics

Responsibility: Business, Customer

Acts as L3 point of contact for escalation.

Accountable for entire Project(s) deliverables.

Engage with Client, customer to anticipate issues and needs of the customer related to the project.

Responsible to work with transitions and training teams on new transitions.

Responsible to work with PEX teams on driving process improvements.

Responsible for driving CCA consumption for entire team.

100% compliance on reports and client Governance calls for the project(s).

Work with MIS teams on resource allocation and reporting.

Responsible to drive all the internal mandate courses for the teams.

BCP readiness and work in accordance to manage and document any event.

Project / Process: Lead, Drive awareness sessions on Innovation and Process Improvement

Identify and drive opportunities to enhance service delivery.

Ensure adherence to Quality norms and processes.

Enable risk assessment and establish mitigation plan.

Review process audit findings and take corrective action to prevent negative result.

Should drive actions on high-risk items.

Manages project risks and issues ensuring that project team members are actively involved in the identification and take ownership of risks initiating corrective action where necessary.

Knowledge Management.

Ensure strong and regular cross training programs within the project.

Responsible on documenting any change in process, metrics and work with internal teams to ensure the same is being addressed and closed.

People, Team Management.

Lead team building activities to enhance motivational levels.

Manage attrition and absenteeism by creating a motivational environment in the project.

Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level.

Conduct and ensure transparent appraisal process for all associates.

Responsible to ensure teams are given opportunity to enhance their skills.

Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Daily, Weekly, Monthly).

Drive teams to work with Leads and TMs and document performance reviews in Go Perform.

Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan.

Responsible for backfilling the open positions.

Must Have Skills

Delivery Management

Portfolio & Project mgmt. (PPM)

Gross Payroll / US Payroll

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.

1 Delivery Management PL1 Required

2 Portfolio & Project mgmt (PPM) PL1 Required

3 Gross Payroll PL1 Required

* Proficiency Legends

Proficiency Level Generic Reference

PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Schedule: Full-time

Shift: Night Job

Travel: No