Service Delivery Manager
2 months ago
Oversee account relationship and act as main liaison for both corporate and local office client relationships
Prepare for and lead bi-weekly Operations calls with the client.
Build strong relationships with internal departments and drive deliverables to help meet the goals of our clients (process improvement, call takeaways, local visit takeaways, aging discussions, etc.).
Project management of items coming out of local office calls, including any tasks, reporting or projects as needed.
Review and validate client concession requests on a monthly basis.
Provide two-way feedback to the client on feedback from the internal SMS teams in order to strengthen the relationship.
Cross-functional collaboration with Operations, Affiliates, Business Analytics, and Technology teams to help drive client initiatives.
Respond to any escalated issues from the client.
Organize agendas and travel to regional offices to strengthen relationships and gather feedback.
Lead and plan quarterly business meetings with the regional offices..