Our client, a leading company in the Information Technology Industry, is seeking to recruit a Service Experience Manager – Client Services whose main role will be to manage service improvement capability within client services in collaboration with all business stakeholders.
Reporting to the Group Customer Service Manager, S/he will be responsible for the following:
Key Responsibilities:
- Analyze the efficiency of existing business and operational processes and making recommendations aimed at enhanced service delivery, elimination of service related complaints, reduction in costs and increased efficiencies.
- Devise and design business process requirements, including researching, identifying and analyzing the efficiency of existing business and/or operational processes and makes recommendations for change.
- Management of Service Delivery Programs, Service Management with Vendors, Quality Assurance, Workforce forecasting & planning and processes re-engineering.
- Implement operational and tactical initiatives to drive the Service Experience agenda
- Lead and inspire stakeholders to develop and document best practices in the performance of all duties and responsibilities.
Qualifications And Requirements:
- Degree /MBA in Information Technology or Business Information Systems, telecommunication or related discipline.
- 3 to 5years experience in a Leadership role in Service Experience Management.
- Certification/Training in Advanced Service Experience Management/Customer Service training, Certified Call Center Manager or related discipline.
- Additional Technical Certification in Systems and/or Networking/Security Solutions.
- Exceptional practical Technical Knowledge in IT & Networking Solutions/Environments.
Personal Competencies:
- Excellent People skills that builds rapport and trust with clients and crew
- Excellent customer focused ethos.
- Self-Driven and can work with minimal supervision to achieve desired results.
- Proven ability to influence and negotiate with all stakeholders.
- Proven ability to positively lead a team through continual changes and service improvement.
- Committed, enthusiastic, positive, resourceful and resilient.
- Understanding of how to work proactively and positively keeping in mind business operations and client needs.
- Considerable industry experience and best practice for service experience driven organizations.
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The post Amsol Job Vacancy : Service Experience Manager is republished from Jobs – Jobs in Kenya – https://jobwebkenya.com/
