Service Manager

4 weeks ago


Lagos, Lagos, Nigeria Intersect Consortium Full time
Lead entire customer service function across multiple centers, ensuring seamless service delivery and high levels of customer satisfaction. **Key Responsibilities:**

  • 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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