Service Delivery Manager
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Job Summary
1. Client Relationship Management:
o Establish and maintain strong relationships with key P&G stakeholders Purchases HR Sponsors
o Effectively manage any escalations from clients or their sponsors on service delivery
o Act as the primary liaison between the client and service provider employees.
2. Contractor Staff Management:
o Front end any queries or concerns from the Vendor Partner employees associated with P&G
o This includes but not limited to queries related to payroll increments attendance leaves training full & final settlement
o Track and maintain attendance records for all Vendor Partner employees
o Approve track and maintain records for all leaves of all Vendor Partner employees
o Provide guidance support and training as needed to ensure team effectiveness.
o Lead the entire exercise on collecting service feedback provided by Vendor Partner employees and manage their annual service cost revisions.
3. Service Delivery:
o Ensure that services are delivered according to the agreed-upon standards and timelines.
o Monitor and evaluate service quality making improvements as necessary.
o Address any service-related issues promptly and efficiently.
o Track service KPIs & address any penalties arising out of an misses in these KPIs
4. Grievance Redressal & Statutory Payments:
o Be the first point of contract for all Vendor Partner associates for any grievances they have & strive to resolve them
o Handle all queries concerns on statutory payments for Vendor Partner associates and solve them
5. Standardize P2P Process & Invoices:
o Work with relevant stakeholders in P&G to ensure all POs & Invoices are raised and processed as per the norms mentioned in the contract & meet expectations
o Act as the primary contact for P&G regarding all new sourcing requirements
o Share quotations and facilitate discussions and negotiations related to sourcing initiatives
6. Support Audits:
o Maintain and provide data to P&G for performing sample checks related to attendance headcount statutory payments etc. as required
