Job Description:
Keep abreast of company strategy/developments and maintain awareness of industry developments focusing on customer experience.
Create and implement performance strategies ensuring resource and budget forecasts are met.
Effectively lead a high-performing team that champions customer service through the business and goes the extra mile for customers.
Collaborate with multi functional teams to identify sales and business opportunities
Drive towards achieving best of class customer satisfaction coupled with operational efficiency by providing empowerment and ownership of customer issues to a successful resolution by ensuring they have streamlined processes
Manage, inspire and develop your direct reports and their staff by utilizing coaching and management skills by the utilization of performance management.
Support operational teams through excellent knowledge management, process design and implementation to help deliver targeted levels of productivity and achieve the set KPIs.
Work with business stakeholders to identify key priorities to resolve customer operations process issues and to fully embed change where necessary.
Create an environment that is engaging and encourages employees to deliver outstanding results.
Execute ad-hoc strategic initiatives as and when required by management
Desired Skills and Experience
Degree in any field of studies or equivalent
At least 10 years of working experience in management role on customer service or related field
Capable of building strong relationships across business functions, and working as part of a team.
Proven track record of implementing quality customer service initiatives in a large organization and able to demonstrate the tangible benefits from an operational point of view.
Experience of design in best practice service principles, solutions and operating models.
Strong negotiation and interpersonal skills
Possess strong analytical & supervisory skills
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