Service Operations Director
3 weeks ago
Auction Ghar is seeking a highly skilled Service Manager to lead and manage a team of service professionals, overseeing operations, service delivery, and customer interactions to ensure high levels of satisfaction.
Key Responsibilities:1. Team Leadership and Development:
Develop and implement strategies to improve team performance, productivity, and morale.
Conduct regular team meetings, set performance goals, and provide ongoing feedback.
2. Service Operations Management:
Oversee daily operations, ensuring efficient workflow and seamless service experience for clients.
Schedule and allocate resources effectively to meet service demand and productivity targets.
3. Customer Satisfaction and Relationship Management:
Act as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
Implement customer service policies, addressing concerns, and improving customer satisfaction levels.
4. Performance Tracking and Reporting:
Develop key performance indicators (KPIs) and monitor the team's performance against them.
Prepare regular reports on service metrics, customer satisfaction, and operational efficiency for management review.
5. Process Improvement and Compliance:
Identify opportunities for operational improvements and lead the implementation of best practices.
Stay updated on industry trends, incorporating new strategies that align with organizational goals.
Qualifications:
Education: Bachelor's degree in Business, Management, or related field (or equivalent work experience).
Experience: Minimum of 3-5 years in a service management or supervisory role and experience handling high-net-worth individuals (HNIs).
Preferred Skills:
Knowledge of CRM and service management software (e.g., Salesforce).
Experience in lean management, Six Sigma, or similar process improvement methodologies.
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