Assistant Manager - Service Performance

We are looking for a dedicated and results-oriented Assistant Manager - Service Performance to enhance our service delivery and customer experience. The ideal candidate will be instrumental in monitoring customer interactions, leading internal quality audits, and driving operational improvements across all units. This role requires a keen eye for detail, strong communication skills, and a passion for fostering service excellence.

Key Responsibilities

• Service Delivery & Monitoring :
• Support unit service delivery by actively monitoring and observing customer interactions across all touchpoints.
• Provide assistance to frontline employees as needed, ensuring they engage smoothly and effectively with customers.
• Quality Audits & Improvement :
• Lead and manage internal service quality audits to identify areas for enhancement.
• Collaborate in co-designing operational improvement plans and facilitate their effective implementation.
• Work closely with each unit to address and close all audit-related gaps .
• Training & Development :
• Contribute to the creation of Service Excellence Training Modules and content.
• Conduct coaching sessions and workshops to ensure the practical implementation of classroom training.
• Accountability :
• Ultimately accountable for the overall customer experience at the units.

Educational Qualifications

Required Skills

Skills Required

Service Delivery, Quality Auditing, operational improvement , Training And Development, Analytical Skills, Communication Skills, Problem-solving