Position Summary: The SDM will have overall responsibility for the management of the infrastructure and IM operations and service delivery for (The Client). This role will be responsible for both retained operations and outsourced (3rd Party) services in the APAC region. The SDM manages the operational relationship and expectations with the Service Providers and the associated internal IM operations. The IM SDM facilitates the development and execution of Service Provider service performance management processes and tools; and enables effective quality and service delivery management. Specific responsibilities of the role include, but are not limited to-: Manages direct and indirect subordinates as well as 3rd party service partners supporting the operations and infrastructure.
Leads definition and continuous improvement of infrastructure processes and sub-processes effectiveness and efficiency Provides overall guidance for changes to the applicable Service Area and/or Service Levels that require new initiatives, projects and/or contract changes Oversees the capacity planning process for applicable Service Area working with demand forecasts from the business units and actual consumption data Manages (The Client) and Service Provider service-knowledge sharing processes Ensures compliance with (The Client) infrastructure standards for applicable Service Area Provides input and guidance for changes and continuous improvement for applicable Service Area Facilitates definition and continuous refinement of outsourced services effectiveness and efficiency measurements Coordinates with (The Client) Service Operations and Service Provider teams to enable required data capture Facilitate service support trend analyses and significant problem and root-cause analyses with Service Provider, Services and cross-Services, as required Works collaboratively with internal stakeholders (business units, etc.) to develop and design infrastructure requirements to meet business needs for applicable Service Area Coordinates the efforts of internal stakeholders and Service Providers in the change management process Coordinates other parts ofBU to capture and confirm that (the Client) business value is delivered Manage strong business relationship with the APAC cross-functional departments and stakeholders Encourages and supports information sharing and collaboration across departments. Takes actions that are best for the company versus individual unit. Demonstrated ability to negotiate and achieve compromise in difficult situations. Programme Management oAPAC projects management providing advice, guidance, recommendations and communications as well as regular feedback to the interested stakeholders and senior management oIM first point of contact to M&A opportunity in APAC oBusiness consolidation as and when appropriate Assets Procurement and Management oIntegral part of the overall IT procurement management Skills and attributes:
5 -10 years IT Strategy and Operations experience
Background in people management, financial responsibility and business decision-making
Previous management and supervisory experience
Consultative and continuous-improvement focused
Outsourced service management experience
Client relationship management
Hands-on end-user technical support experience
Mandarin spoken languages is mandatoryas there is a need to liaise with Mandarin speaking stakeholders.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases