Manager, Delivery

Job Track Description: Requires broad technical expertise and company/industry knowledge. Accountable for program management functions. Assists others in achieving goals. Manages performance appraisals and pay reviews. Manages training for 3 or more employees. Manages hiring and termination actions. Requires broad technical expertise and company/industry knowledge.

Is accountable for program management functions. General Profile Accountable for team performance and results. Manages professional employees and/or supervisors. Adapts plans and priorities based on resource and operational challenges. Acts based on policies, procedures. Receives guidance from managers. Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge Understands and applies concepts in the field of expertise. Has growing knowledge of other disciplines. Business Expertise Translates strategy and priorities into work product. Impact Positively impacts the level of service. Impacts the team’s ability to meet quality, volume, and timeline targets.

Guides based on policies, resource requirements, budgets, and business plans. Leadership Builds team engagement to meet service and operational challenges. Provides recommendations for OT, operational expenses, and rollup data. Problem Solving Resolves technical, operational, and organizational problems. May take part in solving problems across a matrix.

Interpersonal Skills Guides and influences internal and external customers, or agencies. Responsibility Statements Leads day-to-day functions and activities across departments, including people management and operational subjects. Assists in business unit performance driving SLAs and adherence to business unit metrics.

Drives innovation and efficiencies of business opportunities, applying processes improvements, and new systems. Helps manage employee teams through coaching and development Addresses people matters and identifies development opportunities. Day-to-day operations client contact to resolve systems issues. Provides feedback to clients on quality and workload issues.

Generates reports on performance measurement and KPIs to facilitate business decisions. Responsible for compliance with organizational policies and local regulations. Responsible for keeping the business continuity plan (BCP) updated and executed. Performs other duties as assigned. Complies with all policies, procedures, and standards.