About the Role
The job holder will oversee the provision of services to clients, ensuring that the business delivers exceptional customer service and consistently assesses the quality of its products and services. This role will ensure that service delivery and support processes are effectively managed for the ongoing provision of high-quality client service in a cost-efficient manner. The job holder is also expected to identify customer issues and needs by cultivating excellent relationships with end-users and stakeholders.
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Responsibilities
- Maintain high performance levels for service-related processes and implement improvement activities where necessary.
- Develop and implement comprehensive customer awareness strategies.
- Create initiatives to enhance customer awareness and understanding of available services.
- Implement feedback mechanisms to capture customer insights and address concerns promptly.
- Conduct regular audits to ensure adherence to established policies and procedures, providing feedback and recommendations for improvement.
- Monitor and analyze customer service metrics to track performance and identify trends impacting service quality.
- Develop and implement quality assurance frameworks to evaluate service delivery and adherence to standards.
- Foster a culture of continuous improvement and innovation through best practices, regular brainstorming, and training on emerging customer care technologies.
- Establish and maintain effective relationships with stakeholders to align service quality objectives with organizational goals.
- Prepare regular reports on quality management activities and improvement initiatives for senior management.
- Proactively identify and manage risks related to service delivery, ensuring business continuity and mitigation plans are in place for potential disruptions.
- Collaborate closely with IT, digital, and product teams to integrate technology solutions that enhance service efficiency and customer satisfaction.
- Manage relationships with third-party service providers, ensuring adherence to agreed service levels and contributing to overall customer satisfaction.
- Establish, monitor, and report on key performance indicators (KPIs) for service delivery to senior management, linking quality efforts with customer impact.
- Implement advanced customer feedback analysis mechanisms, capturing real-time insights to inform service improvements and respond to customer needs.
- Develop a Continuous Quality Improvement Plan that includes ongoing and upcoming initiatives, specifying owners, timelines, and outcomes for each project.
- Perform any other duties assigned by the line manager related to the nature of the work.
- Ensure participation in the implementation, adherence, and enforcement of the SAMA Cybersecurity Framework and other related bodies as required for compliance, including policies, procedures, practices, training, reporting, personal due diligence, and vigilance within departmental activities and operations.
Preferred Qualifications
- A tertiary-level qualification from an internationally recognized institution.
Years & Nature of Experience
- 8+ years of equivalent experience in Service Delivery.
- Proven experience in leading technical or process improvements in their area; excels at leading teams and has worked effectively with other areas and stakeholders outside their function.
- If a manager of others, has positively influenced team culture through their work.
- Demonstrated ability to connect technical contributions to business impacts for their team or area.
Technical Competencies
- Quality Assurance
- Process Mapping
- Business Requirements Mapping
Behavioral Competencies
- Collaboration
- Communication
- Digital Fluency
- Teamwork
- Attention to Details
