Service Delivery Leader

Job description

**Service Delivery Leader - Customer Care** The is a senior leadership role responsible for steering customer service, finance and accounting operations for European Financial Services clients. Responsible for managing clients and leading a team of professionals. You will drive operations delivery, digitization and new transitions while collaborating with near shore delivery center in Europe and multiple European clients. Based or willing to relocate to Jaipur, we need a versatile person, that can smoothly run Finance and Customer Service operations. Prior experience in Finance and Customer Service areas is desired but not must. Fast learner who is able to understand both areas well and have a lead client conversations and delivery results. **Responsibilities** **o Leadership & Team Management:** Direct, mentor, and scale a global team of finance and customer service personnel. **o Stakeholder Engagement:** Act as the primary liaison between client, operations, transitions, digital & senior leadership. Clients are spread across multiple European countries. **o Operational Excellence & digital transformation**: Define and optimize end to-end operations workflows. Spearhead digital transformation initiatives, integrating emerging technologies (like Agentic AI and RPA) to reduce manual processing and operational costs. **o Transitions:** Smoothly land new transitions enabled with technology. **o Performance Management :** Establish, monitor, and report on robust KPIs and SLAs to ensure high-quality, cost-eective service delivery. **o Problem solving :** Balancing critical issues and customer concerns. Establishing/maintaining a customer-centric culture **o Risk & Compliance Management:** Ensure 100% adherence to global financial services regulations, internal controls, and data privacy standards (e.g., GDPR). **o Cross functional teamwork :** Have the ability and experience of cross functional teamwork and partnership skills. Should be able to manager 100+ teams **Education:** Bachelors or Masters degree Management Level : 3 Language and Proficiency : English - Advanced - C1 Time Type : Full time **Skills :** Customer Care, Loan Servicing, Account Maintenance, Customer Care Management Primary location : Jaipur Shift : UK