Service Operations Manager

1 week ago

Karachi, Sindh, Pakistan beBee Careers Full time
Job Description

We are seeking a highly skilled professional to oversee our service operations in the region. The successful candidate will be responsible for managing client services, supervising staff, and ensuring total customer satisfaction.

Key Responsibilities:
  1. Manage client services operations efficiently and effectively to meet service level agreements (SLAs).
  2. SUPERVISE AND MANAGE STAFF: Oversee team leads to ensure efficient resource allocation and timely resolution of issues.
  3. Monitor key performance metrics (KPMs) and take corrective actions to maintain and improve internal performance benchmarks.
  4. Maintain regular communication with internal and external clients to exceed their expectations.
  5. Ensure adherence to desired SLA levels.
  6. Develop and implement preventive maintenance plans, coordinate with clients, and ensure compliance with all PM plans.
  7. Submit timely Management Information System (MIS) reports to management for informed decision-making.
  8. Foster strong relationships and rapport with customers.
  9. Cultivate a high-energy, high-performance work culture within the team.
  10. Lead by example, promoting adherence to processes, organizational policies, and quality standards.
  11. Establish and refine processes to meet organizational goals and performance standards.
  12. Participate in staff appraisals and recruitment.
  13. Conduct training needs analysis and recommend internal and external training to enhance staff skills.
  14. Drive continuous service improvement through strategic planning and analysis in collaboration with the Country Head.
Requirements
  1. Education: Bachelor's degree in Business Administration (MBA) or equivalent.
  2. Experience: 3-4 years of experience in Operations Management.
  3. Skills: Proven expertise in planning, organizing, leading, executing, controlling, and improving operations. Strong customer orientation and computer proficiency with MIS knowledge.
  4. Personal Qualities: Excellent analytical and problem-solving skills. Good communication skills in English (both oral and written). Outstanding interpersonal and team-building skills.

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