Head Of Service (South) MMH250702-4

Role Purpose

Translate business strategy into the client service strategy and oversee the operational execution of the client services strategy to drive client experience and the achievement of business objectives.

Requirements

• Bachelor’s degree or equivalent in Operations, Business Management, Industrial Engineering, and/ or related qualification (desirable)
• Grade 12 or equivalent (essential)
• 10+ years’ relevant experience in client services management
• 6 - 8 years’ people management experience in a services environment.
  
  

Duties and Responsibilities

• Craft and implement a client service strategy that delivers on the brand promise and creates a memorable client experience, in line with business objectives.
• Oversee the management of interdependencies across departments to achieve efficient service objectives.
• Oversee the implementation of mechanisms, systems, processes, and practices that enhance service delivery and the client experience.
• Oversee mechanisms used to monitor, report, and improve service delivery and operational efficiencies to drive an environment of continuous improvement.
• Contribute to and interface with segment and group forums with an operational link that impacts on operational delivery.
• Collaborate with centres of excellence (COEs), develop standard operating procedures to establish the optimal processes.
• Develop measures for operational excellence and develop a reporting framework for tracking these measures.
• Implement initiatives that drive operational efficiencies, reducing operational risk and drive operational excellence throughout process, practice, and people perspectives.
• Plan and implement a cycle of short-term improvements to drive operational delivery.
• Implement initiatives that drive operational efficiencies, reducing operational risk and drive operational excellence throughout process, practice, and people perspective.
• Use data and analytics to build and provide personalized and customized service solutions for customers.
• Proactively analyse data, trends, and research to provide insights which informs business decisions and influence the strategy.
  
  

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