Regional Service Leader

5 days ago


Karachi, Sindh, Pakistan Innovative Private Limited Full time
Role Summary

This position is responsible for managing service operations, leading a team, and ensuring customer satisfaction.

Main Responsibilities
  1. Operational Efficiency: Manage client services to ensure efficient delivery and meet customer expectations.
  2. Team Supervision: Supervise staff through team leads, promoting effective resource management and timely issue resolution.
  3. Performance Monitoring: Regularly review key performance metrics (e.g., daily complaints resolution time) and implement corrective actions to maintain and improve internal benchmarks.
  4. Customer Communication: Maintain regular communication with internal and external clients to provide exceptional services that meet their needs.
  5. SLA Compliance: Ensure adherence to desired service levels as per SLA agreements.
  6. Preventive Maintenance: Plan, schedule, and coordinate preventive maintenance activities with clients, ensuring adherence to all PM plans.
  7. MIS Reporting: Submit timely MIS reports to management, providing visibility and supporting informed decision-making.
  8. Customer Relationship Building: Build strong relationships and rapport with customers to drive loyalty and growth.
  9. Team Culture: Foster a healthy team environment, promoting high energy and high-performance work culture.
  10. Leadership: Lead by example, ensuring adherence to processes, organizational policies, and quality benchmarks.
  11. Process Alignment: Define processes and procedures that align with organizational goals and performance standards.
  12. Staff Growth: Involved in staff appraisals, recruitment, and training needs analysis to enhance technical and managerial skills.
  13. Continuous Improvement: Drive continuous service improvement through strategic planning and analysis in coordination with the Country Head.


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