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Delivery Manager - Contract Services

Gurugram, HR
Job Code:
  • Legal
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Job Details

Are passionate about delivering the highest levels of customer serviceExcel at working in a fast-paced, dynamic environment and managing competing prioritiesEngender a culture of professionalism, teamwork and accountabilityHave a solid understanding of the legal industry and prior delivery management experienceAre an effective leader with proven resultsAre interested in joining a growing company and the potential for a long-term career pathPossess an entrepreneurial spirit and want to be part of something new & excitingSpecifically you willManage the daily operations of the 24 x 5 service centreServe as the main point of contact for client representative(s) and participate in governance modelIdentify and monitor all KPIs and SLAs for the service lineDefine and document workflow processes, SOPs, metrics, and policiesServe as the point of escalation for issue resolution and queriesDrive efforts for data collection, analysis and reporting required to manage the operationManage employee lifecycle. (Including hiring, performance reviews, development, corrective actions, etc.)Manage staffing model ensure alignment with utilization requirementsActively mentor the assigned team to achieve set performance targets.Acquire and maintain an in-depth working knowledge of the client's technical environment and service requirementsShould be involved in creating/managing Business Continuity Planning (BCP) activities for the operationsDelegate effectively and create a succession planning for all the roles within the teamExperienceA minimum of 10+ years work experienceA minimum of three years related experience in contract abstractions processShould have team management experience Skills for SuccessMust be able to build credibility and collaborate with both internal and external customers at all levelsAble to build strong, cohesive and high performing teams through effective skills in motivating and influencing othersAbility to identify, design and implement operational improvementsExperience leading within a growing and changing organization; including virtual settingsPossess a 'hands-on' management style in order to foster and develop the teamSystematic approach to problem solving and the ability to make quick decisionsExcellent customer service skills, including attention to detail and great follow-up skillsAbility to effectively prioritize tasks and manage multiple, simultaneous deadlinesStrong understanding of the legal industry; including terminology, documents and processesAbility to navigate between tactical and strategic discussions and requirementsPossess a positive, flexible, organized and proactive work style
Additional Degree: BL/LLB

Experience: 10-15


Advisor/External Consulting | Corporate | Cyber Laws | Private Attorney/Lawyer
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