Assistant Manager, Service Delivery

About the Company

ReSource Pro Operational Solutions Pvt Ltd serves the insurance sector with technology, tools, and strategic support that help organizations grow profitably by improving operational performance. Based in New York, the company operates service centers globally to support client needs around the clock. It has been recognized as a leading industry thinker and has appeared on the Inc. 500/5000 Fastest Growing Private Companies list every year since 2009. More than 8,000 employees support over 400 insurance organizations, and the company reports a 97% client retention rate maintained for more than ten years. Its solutions are designed to improve performance, productivity, and profitability.

Notable recognitions include ISG Provider Lens - Insurance BPO Services and Platform Solutions 2020, where the company was placed as High in Product Challenger, and the EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021, where it was identified as having a strong Market Impact among Major Contenders.

Role Overview

The Assistant Manager, Service Delivery role is based in India and sits within the Service Delivery Unit. It is a leadership position for a candidate who can guide teams, handle operational escalations, and support business and client outcomes during a period of transformation.

Key Responsibilities

• Lead internal delivery teams in reviewing incidents, issues, and operational disruptions that affect clients, while driving corrective actions and root-cause analysis.
• Supervise Service Delivery Supervisors and client teams to build and sustain a capable, engaged, and high-performing service workforce.
• Monitor day-to-day operations to ensure client satisfaction, strong work quality, operational efficiency, and alignment with present and future business needs.
• Identify, lead, and complete projects at the department, division, or organization level to help achieve business goals and strategy.
• Coach and develop direct reports so they can perform effectively in both client management and people management responsibilities.
• Support hiring, growth, and retention of strong performers through leadership, training, feedback, and performance reviews.
• Oversee client service operations, including communication with clients through email, phone, and in-person interactions to strengthen relationships and service quality.
• Support onboarding of new clients and help ensure service delivery standards and brand commitments are met consistently.
• Look for opportunities to improve the client experience and contribute to business growth, including support for US-based business development activities.
• Ensure team activities follow information security policies and related compliance expectations.
• Handle complex client problems by assessing the root cause, coordinating cross-functional support, implementing solutions, and communicating updates clearly.
• Manage staffing levels, priorities, and budgets to balance employee engagement, client satisfaction, and business development objectives.
• Take on additional duties as required based on business needs.

Experience and Qualifications

The ideal candidate should have at least 8 years of overall experience, including more than 1 year of experience as an Assistant Manager on paper. A graduation degree is required, and any graduate can apply.

Working Hours

The role includes either regular shifts or real-time shifts. Regular shift options are 7:00 AM to 4:00 PM, 7:30 AM to 4:30 PM, 8:00 AM to 5:00 PM, and 8:30 AM to 5:30 PM. Real-time shift options are 6:30 PM to 3:30 AM, 7:30 PM to 4:30 AM, 8:30 PM to 5:30 AM, and 9:30 PM to 6:30 AM.

Core Competencies

• Ability to manage performance and develop team members
• Skill in building strong team relationships
• Clear and effective communication
• Strong functional excellence and operational discipline
• Customer-focused mindset

Additional Information

This position may include responsibilities beyond those listed here, depending on evolving business requirements.