Hybrid Service Delivery Manager

at MySigrid

• Job title: Service Delivery Manager
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Ortigas, Philippines

About the role

• Service Delivery Manager focused on client satisfaction and quality assurance at MySigrid. Build relationships and enhance operational processes for better service delivery.

Responsibilities

• ***The Service Delivery Manager’s primary duty is to ensure the needs of the client are understood and satisfied by working closely with the Executive Assistant. The Service Delivery Manager is responsible for maintaining work quality, initiating continuous improvements, and promoting the values of MySigrid.***
• **Duties and Responsibilities **
• The Service Delivery Manager is expected to perform the following:
• **Build strong business relationships** with their respective accounts by ensuring that client needs and expectations are consistently met and exceeded.
• **Manage client complaints** and resolve issues effectively and in a timely manner, turning challenges into opportunities for long-term partnerships.
• **Manage client usage** through proper planning and setting realistic expectations. This includes increasing usage of under-utilized accounts by working closely with the Executive Assistants.
• **Leverage sales experience** to identify and capitalize on opportunities for growth within existing accounts, ensuring client satisfaction and increased revenue.
• **Conduct sales calls** to potential clients, effectively presenting MySigrid’s offerings and converting leads into business opportunities.
• **Promote MySigrid’s values** and help maintain a positive working environment for all staff.
• **Perform daily health checks** on each account’s mailboxes to ensure smooth operations.
• **Provide immediate support** to all staff relevant to his/her clients, including guidance on processes, SOPs, and daily operations.
• **Assist and monitor staff** in the day-to-day management of work, primarily focused on inbox clean-up, task scheduling, and time management.
• **Assist and monitor staff in cases of mistakes** and learning opportunities, ensuring that incidents are promptly reported and resolved.
• **Provide coaching and training** to staff as needed to promote continuous improvement and professional development.
• **Ensure the quality of work** for all staff, including specialists, by performing weekly quality audits in compliance with our SOPs.
• **Ensure that client preferences and information** are captured and stored securely, in line with our SOPs and data protection policies.
• **Identify process and knowledge gaps** and offer both short-term and long-term solutions to address these gaps.
• **Conduct initial checks of requested leave dates**, ensuring that there are no resource shortages on any given day, and forward them to the manager for final approval.
• **Assist management in the roll-out of new processes, policies, or projects** as required.
• **Take on additional responsibilities** assigned by the manager to promote growth and foster continuous improvement within the team.

Requirements

• *
• Highly organized
• Strong drive to succeed
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and an active listener
• **Qualification****
• At least 1 year in the Customer Service/Success supervisory/team lead role

Benefits

• **At MySigrid, we aim to ensure the professional and personal growth of all our employees:**
• Competitive salary package.
• Vacation leave and Sick leave credits.
• HMO Package for the employee and two codependents.
• Reimbursable internet charges.
• Comprehensive training and continuous learning advantages.
• Opportunity to contribute to new technology and help develop a high-end system that assists humans by optimizing their work processes.
• High importance to work-life balance with the opportunity to work from home part of the week.
• Opportunity to venture into other areas of the business as you continue to contribute to the growth of the company.
• Be part of a dynamic team of specialists who openly and willingly share their knowledge with their colleagues.
• Work in a corporate culture that encourages collaboration, with an emphasis on our core values: *Integrity, Passion, Teamwork & Respect, Pro-activeness,* *Accountability*, and *Determination.*
• **Co-Working days****
• Sigrid has co-working offices in Ortigas where the whole team meets once a month at a minimum.