The Service Delivery Manager (SDM) is responsible for ensuring that banking services are delivered efficiently, effectively, and in alignment with the bank's strategic objectives. The SDM oversees the service delivery team, manages customer relationships, and ensures high levels of customer satisfaction. This role requires a deep understanding of banking operations, IT service management, and customer service principles.
1. Service Delivery Management:
o Ensure the delivery of high-quality services to internal and external customers.
o Develop and implement service delivery strategies and policies.
o Monitor service delivery metrics and KPIs, ensuring targets are met or exceeded.
o Oversee incident and problem management, ensuring timely resolution and communication.
o Manage Helpdesk team, branches, end user devices
2. Customer Relationship Management:
o Build and maintain strong relationships with key customers and stakeholders.
o Act as the primary point of contact for escalated customer issues.
o Conduct regular service reviews with customers to gather feedback and identify areas for improvement.
3. Team Leadership:
o Lead, mentor, and develop the service delivery team.
o Allocate resources effectively to meet service delivery objectives.
o Foster a culture of continuous improvement and customer focus within the team.
4. Process Improvement:
o Identify and implement process improvements to enhance service delivery.
o Work closely with other departments to streamline operations and improve efficiency.
o Ensure compliance with regulatory requirements and internal policies.
5. Project Management:
o Manage service delivery projects, ensuring they are completed on time, within budget, and to the required quality standards.
o Coordinate with project managers and other stakeholders to ensure seamless service transitions.
6. Financial Management:
o Develop and manage the service delivery budget.
o Monitor and control costs, ensuring efficient use of resources.
o OpEx, CapEx management
o Procurement
7. Reporting and Documentation:
o Prepare regular reports on service delivery performance for senior management.
o Maintain accurate records of service delivery activities, incidents, and resolutions.
o Single point of contact for IT operations department and IT governance
• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Proven experience in service delivery management, preferably in the banking or financial services industry.
• Strong understanding of IT service management frameworks (e.g., ITIL).
• Excellent customer service and relationship management skills.
• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
Preferred Qualifications:
• Master’s degree in Business Administration, Information Technology, or a related field.
• Relevant certifications (e.g., ITIL, PMP).
• Experience with digital banking platforms and technologies.
• Familiarity with regulatory requirements in the banking industry.
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 42 million registered users including 16+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 100 branches and 200,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
Why Join MMBL ?
This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.