Key Responsibilities:
- Service Delivery Management: Oversee daily service operations and ensure timely and effective service delivery. Develop and implement service standards and procedures. Monitor and evaluate service performance metrics. Ensure compliance with company policies and industry regulations.
- Team Leadership and Development: Lead, mentor, and develop the service team to enhance their skills and performance. Conduct regular performance reviews and provide feedback and coaching.
Facilitate training programs to improve service delivery and customer interaction skills.
- Customer Relationship Management: Handle escalated customer issues and complaints to ensure resolution and satisfaction. Maintain strong relationships with key clients and stakeholders. Gather and analyze customer feedback to identify areas for improvement.
- Operational Efficiency: Identify and implement process improvements to enhance service efficiency and effectiveness. Manage the allocation of resources to meet service demand and optimize productivity.
Monitor service costs and develop strategies to reduce expenses without compromising quality.
- Reporting and Documentation: Prepare and present regular reports on service performance and key metrics.
Maintain accurate records of service activities, customer interactions, and team performance.
Ensure proper documentation of processes, procedures, and compliance requirements.
- Collaboration and Communication: Collaborate with other departments to ensure seamless service integration and support. Communicate effectively with team members, customers, and stakeholders.
Participate in cross-functional meetings and projects as needed.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or a related field.
- Proven experience as a Service Manager or in a similar role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts effectively.
- Proficiency in using service management software and tools.
- Strong analytical and problem-solving abilities.
- Customer-focused mindset with a commitment to delivering high-quality service.
Preferred Qualifications:
- Master’s degree in Business Administration or a related field.
- Industry-specific certifications (e.g., ITIL, Six Sigma).
- Experience in [specific industry or field relevant to the company].
Working Conditions:
- Full-time position with occasional need for overtime or weekend work.
- Office environment with regular interaction with customers and team members.
- Some travel may be required to meet with clients or attend industry events.
