Service Delivery Manager

What being part of the Sigma Family means for you:
**Service Delivery Manager - UK BPO**

As a Service Delivery Manager, you are responsible for leading the performance and development of Team Managers and their teams, ensuring operational excellence and high staff engagement, and delivering on client requirements. You will focus on achieving key performance indicators (KPIs), driving continuous improvement, and building strong relationships with stakeholders. You will report directly to the Operations Manager.

**Who are the Sigma Family?**

At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.

**What being a part of the Sigma Family means for you**

Monthly, Quarterly and Annual awards with marvelous prizes.
- ️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits - Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace - all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...:
**What Your Day-to-Day Will Look Like**:
You’ll be working onsite and leading the members of the Operations. You’ll be reporting to an Operations Manager and will be responsible for leading, guiding, coaching, and supporting the team to achieve their KPIs. You will coach and develop your team to thoroughly unpack the customer's situation to provide financial, insurance & customer support. You will follow up on attendance and agree on set goals with team members covering performance, quality, and development areas. You will focus on the career and skills development of team members.

You will deal with people-related problems, such as absences and disciplinary matters. You will drive the achievement of targets by keeping your team members engaged and driven. You will manage staffing needs, productivity, and quality. You will manage employees by ensuring continuous communication, feedback, and motivation and driving our Sigma values. You will deliver accurate reporting and ensure company policies and procedures are communicated to the team.

What amazing People will bring to the role:
**What amazing People will bring to the role**:
You are a natural-born leader, who is vibrant, energetic, and full of charisma and determined to make this role your own. You are a person who is passionate about delivering exceptional customer service. You are forward-thinking and driven to always be your best. You thrive in driving performance and cultivating great relationships with internal and external stakeholders. You are a confident leader who strives to achieve the best results possible. You embrace change and deliver excellent customer service through various platforms. You have the willingness to learn and an ambition to shine

**Requirements**:

- You have a Matric (Grade 12) or equivalent qualification
- You have 2-3 years of Team Management experience in Utilities and Collections
- ⁠You have a proven track record of managing performance through KPIs
- You have a solid understanding of compliance and regulatory frameworks
- ⁠You have previous experience in running calibration sessions and driving QA alignment
- You have strong conflict resolution and employee relations experience
- You have excellent written and verbal communication skills
- You have strong coaching experience
- You have good auditing skills which is essential
- You have excellent stakeholder/client management
- You can handle complex scenarios and personalities
- You can display a strong sense of resilience whilst under pressure
- You have great resilience in high-pressure environments
- You have excellent Soft Skills

**Simple and Straight Forward Recruitment.**

**If you like the sound of being part of the Sigma Family then don’t wait and get applying