Service Manager
4 weeks ago
- Strategize, develop, and implement long-term customer service policies, updating the Customer Experience Manual.
- Monitor, analyze, and drive customer inquiry conversion rates across centers.
- Serve as senior point of contact for escalations, resolving complex issues swiftly.
- Design and administer feedback systems, generating monthly & quarterly reports, and reporting directly to the CEO.
- Ensure compliance with national and global standards in customer service.
**Operational & Strategic Administration:**
- Provide leadership in managing all administrative functions, ensuring no service gaps and optimized resource usage.
- Lead administrative planning and execution of critical organizational initiatives, including expansions and strategic resource deployment.
- Work with HR and Operations to provide high-level training, development, and retention programs for Admin and customer service staff.
- Handle the performance management system for admin teams, conducting performance reviews and leadership development plans for key personnel.
- Establish and manage vendor relationships, ensuring optimal service levels and cost-efficiency.
- Lead spot check visits to centers, conducting audits and assessments.
**Senior Supervisory Role:**
- Supervise the Operations Officer and provide guidance to administrative officers and department leads.
- Lead interdepartmental meetings, managing cross-functional projects and ensuring team objectives are met.
- Work with HR to ensure staffing levels meet operational needs.
- Oversee company-wide compliance with all organizational policies and procedures.
**Strategic Initiatives and Business Development:**
- Identify new growth opportunities to enhance service offerings, improve customer satisfaction, and drive the organization's goals.
- Develop and manage key performance indicators (KPIs) to monitor customer experience and operational efficiency.
- Collaborate with the CEO and senior leadership team in defining and driving the organization's long-term strategic goals.
**Executive Reporting & Leadership Team Involvement:**
- Provide quarterly and annual executive reports to the CEO and Board, detailing service delivery performance and customer satisfaction metrics.
- Serve as a key member of the senior leadership team, contributing to high-level decisions on organizational growth and development.
- Work with the finance department to optimize operational budgets.
**Key Qualifications:**
- A Bachelor's Degree in Business Administration, Healthcare Management, Customer Service Management, or a related field.
- Proven experience in a senior managerial role, ideally in a customer service or healthcare-related environment.
- Strong leadership and communication skills, with a demonstrated ability to influence, mentor, and manage diverse teams.
- A strategic mindset with a proven track record in developing and implementing customer service policies and operational strategies.
- Exceptional organizational and problem-solving skills, with a keen focus on driving business goals and delivering exceptional customer experiences.
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