Website:
staffanchor.com
Job details:
Location: Chennai
Working Hours: Any 9 hours between 9am - 9pm
Working Days: 5 days per week
Weekly Offs: 2 rotational offs between Monday and Friday
Saturday & Sunday: Mandatory working
Experience: 5–9 years
About the Role
We are looking for an experienced Service Delivery Manager to lead service delivery operations for a premium customer segment within a leading consumer internet organization.
The role will involve managing a team of Relationship Managers and Team Leads, ensuring high-quality customer service, effective escalation management, and strong customer retention and renewal outcomes.
Key Responsibilities
- Lead and manage a team of approximately 30–40 Relationship Managers and Team Leads.
- Drive consistent service delivery and ensure a high-quality customer experience.
- Manage customer escalations and ensure timely, structured resolution of issues.
- Monitor team performance against defined service and business objectives.
- Drive customer engagement, retention, and renewal outcomes.
- Work closely with internal stakeholders to resolve operational and customer-related challenges.
- Coach and mentor Team Leads and Relationship Managers to improve productivity, service quality, and performance.
- Identify recurring customer issues and work with relevant teams to implement sustainable solutions.
- Maintain strong relationships with high-value/HNI customers and ensure a premium service experience.
- Track operational metrics and provide regular performance updates to leadership.
- Ensure adherence to organizational processes, service standards, and compliance requirements.
What We’re Looking For
- 5–9 years of relevant professional experience, preferably in service delivery, customer success, customer experience, relationship management, or operations.
- Experience managing large customer-facing teams of 30+ members.
- Strong experience in escalation management and customer relationship management.
- Exposure to customer retention, renewals, or account management.
- Strong people-management, coaching, and stakeholder-management skills.
- Excellent communication and problem-solving abilities.
- Ability to work in a fast-paced, customer-centric environment.
- Experience handling premium, high-value, or HNI customer segments would be an advantage.
Why Join Us?
- Opportunity to work with a leading consumer internet brand.
- Manage a high-performing customer-facing team.
- Work with a premium and high-value customer segment.
- Opportunity to influence customer experience, retention, and service delivery at scale.
Work Location: Chennai
Shift: 10:00 AM – 7:00 PM
- Work Schedule: 5 days a week, with Saturday and Sunday working and two rotational weekly offs between Monday and Friday.
Click on Apply to know more.
