RDI Financial Wellness · 8 hours ago
Service Delivery Manager
Philadelphia, PA
Full-time
Onsite
Mid, Senior Level
$58K/yr - $72K/yr
3+ years expRDI Financial Wellness, operating under the name Clarifi, envisions a world where pathways to financial wellness are accessible to everyone. As a Service Delivery Manager, you will oversee essential program delivery functions, manage team performance, and ensure exceptional service quality for clients by collaborating with internal and external stakeholders.
Asset ManagementEducationFinanceFinancial ServicesNon Profit
Responsibilities
Collaborate with Program Managers in meeting agency mission and goals, including service quality, client satisfaction, appointment targets, clients served, outcomes, and funder requirements
Supervise staff who directly perform client experience functions, including monitoring attendance, punctuality, schedules, human resource issues, and staff requests
Establish and communicate clear individual and team goals. Actively promote ownership and accountability towards those goals
Evaluate and document employee performance through session reviews and file reviews, performance reviews and constructive feedback
Actively participate in creating a work environment for a team that is encouraging, balanced, and contributes to fulfillment of the aims of both clients and staff
Use knowledge of all programs to coordinate processes that wrap around client counseling sessions including call answering, intake, counseling, document collection, and client follow up
Ensure that incoming calls and other channels of communication are managed by staff in a timely and effective manner
Oversee the processes that collect the client experience following counseling sessions including surveys, outcome documentation and client stories required by development
Oversee client complaint processes including escalations and resolution of client concerns
Actively promote process changes that improve client service
Coordinate the training of new staff on technology tools core to service delivery such as the client management or document management system
Managing the effectiveness and efficiency of client facing team by monitoring and ensuring movement of clients through programs pipeline
Support program management by diligently fulfilling functions such as reviewing files or trust account management
Translate data into performance improvement by analyzing volume, backlog, and QA findings to create efficiencies, improve workflows and productivity
Identify opportunities to improve processes to create efficiencies and reduce cost of service delivery
Other duties as assigned
Qualification
Required
3 years' experience in customer service, financial support, or any other related field
Professional experience with leading teams and/or people management
Professional experience with performance evaluation
Excellent written and interpersonal communication skills
Ability to effectively communicate across a wide variety of channels including phone, email, text and chat
Strong organizational and time management skills including the ability to prioritize deadlines and perform multiple tasks and projects simultaneously with limited supervision
Outcome driven with a strong client focus
Capable of working in a fast-paced and collegial environment
Proficiency with Office 365, client management software and web-based applications is required
Preferred
Experience with program design and evaluation
Bachelor's degree in any related field
Fluency in both English and Spanish
Benefits
A full-time position with awesome benefits
Wonderful locations in the Philadelphia region and potential hybrid options
Monday - Friday schedule with evenings and Saturdays as needed
Close-knit team that operates efficiently and with energy
Opportunity to positively impact families in communities we serve
Company
RDI Financial Wellness
HELPING PEOPLE ACHIEVE FINANCIAL WELLNESS SINCE 1968. In 2024, the Rural Dynamics, Inc.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
unknown2018-05-01Acquired
Company data provided by crunchbase