Greater Barcelona Metropolitan Area
A Service Delivery Manager with broad experience in Client Management, Technical Support Triage, Asset Recovery, Business Process Development and improvement, as well as Operations Management. Brian believes in developing strong working partnerships both internally and externally, and specializes in removing organizational silos and communication barriers in order to streamline business operations.
The primary purpose of the role is to maintain a clear understanding of their goals and objectives; analyze customer data and delivering improvement to client ROI / value drivers; identifying revenue opportunities and enhancing profitability for the client. RESPONSIBILITIES: •Work to proactively identify/recommend actions for net-new revenue opportunities and to drive growth within the client •Identifies risk that would lead to revenue erosion and take actions to retain at risk revenue •Keeping abreast of changes in the client’s organization and industry •Support pre-sales activities •Develop internal program storyboards and maintain process guides •Develop business functional requirements for programs •Act as consultant on technical implementation •Maintain industry knowledge and implement best practices •Develop change management assessments and recommendation for improved program performance (cost, quality, client value driver) •Provide expertise in OnProcess products and services •Conduct regular account and operational updates for client •Present results and strategies •The primary point of accountability to client for program delivery •Monitoring of operational production performance and intervention as needed to insure on time, high quality delivery to client •Drive increased client value driver performance through data analytics, process design and continuous improvement •Report on revenue and results impact and develop action plans as required
Support day-to-day program operation • Support achievement of business metrics, rules and results • Support program’s adherence to account metrics and key performance standards • Identify and escalate data & program specific issues to management & client • Work with my Manager & Sr. DSM to facilitate process improvement • Work with client to facilitate process improvement • Generate and analyze client reporting for Sr. Manager, Director, & VP • Generate and analyze internal reporting (staffing, trending analysis & charting) • Identify and escalate data or program specific issues to Sr. management • Consistently meet and exceed performance standards and quality objectives
• Support day-to-day program operation • Provide 24x7 on-call agent support • Support achievement of business metrics, rules and results • Support program’s adherence to account metrics and key performance standards • Identify and escalate data & program specific issues to management & client • Work with my Manager & Sr. DSM to facilitate process improvement • Work with client to facilitate process improvement • Generate and analyze client reporting for Sr. Manager, Director, & VP • Generate and analyze internal reporting (staffing, trending analysis & charting) • Identifies and escalates data or program specific issues to Sr. management • Facilitates of team communications (e.g. jump start, team meetings) • Interact with customers in the form of overflow support • Consistently meet and exceed performance standards and quality objectives
Clay recycling – glaze mixing – kiln operation – studio maintenance Enroll students in classes - Hang student art exhibits - Schedule course models
Orders Processing. Sales team. Reporting. Customer Service. Training.
Compiled & organized data. Distributed work to team