Service Delivery Specialist

• Managing our Third Party Partners (TPP)
• Assist in managing and developing end to end service delivery considering related TPP service issues
• Identify root causes and push for mitigation plans to enhance the service delivery
• Understand and maintain very good knowledge of TPP capabilities and limitations to anticipate needs and challenges
• Document and maintain all relevant information pertaining to TPP (scorecards)
• Communicate relevant information to key stakeholders to facilitate decision making
• Lead and support any TPP meetings/calls
• Participate to TPP business review to give relevant feedback
• Recognized as the go-to person internally on the assigned account
• Drive easy, quick and high quality interactions with all touchpoints
• Drive escalation resolution in a swift and member centric manner
• Maintain and review the account escalation log up to date with constructive feedback
• Participate to functional huddles and support any effort on issue resolution
• Review the members experience and identify any possible operational areas for improvement

• Preferably 4 years+ of optimal Service Delivery experience or account management role
• Experience in a multinational environment, producing update within tight deadlines
• Experience in project management and/or data analytics are an advantage
• Good knowledge of MS Office (Outlook, Word, Excel, PowerPoint)
• Comfortable working with numbers
• A customer-focused individual with great interpersonal and communicative skills
• Attention to detail and problem-solving skills
• Strive for excellent member’s experience
• Developed interpersonal and communication skills (verbal and written)
• Great team player with ability to influence others

Experience in project management and/or data analytics