Senior Funeral Service Manager

2 weeks ago

Malaysia Nirvana Asia Group Full time

Job Title: Management (Community Services & Development)

Company: [Company Name]

Job Summary:

The successful candidate will be responsible for overseeing daily operations, workflows, and performances of manpower and vehicle arrangement to fulfill requests of Take Body, Saulim, Funeral Procession, Night Duty, and goods delivery. This role requires a strong leader who can manage and control the entire S&O team, implementing, executing, and maintaining operational practices and procedures in line with company philosophies and visions.

Key Responsibilities:

  • Oversee daily operations, workflows & performances of manpower and vehicle arrangement to fulfill requests of Take Body, Saulim, Funeral Procession, Night Duty, and goods delivery.
  • Lead, control, and manage the entire S&O team on implementing, executing, and maintaining operational practices and procedures in line with company philosophies and visions.
  • Enhance customer satisfaction toward FSP services.
  • Responsible for FSP funeral arrangement including assign manpower, vehicle, and controlling of cost.
  • Customer complaint report with details of incident.
  • Oversee the department budget & sales.
  • Ensure service quality standards are adhered to by S&O team and that an optimum service level is delivered to all customers and internal parties.
  • Improve the operational systems, processes, and policies in support of corporate missions by identifying any existing or underlying weaknesses and insufficiencies and thereafter studying and developing any possible solutions and rectifications.

Service Team and Undertaker Case:

  • Oversee daily operations, workflows & performances of Service Team on undertaker case.
  • Supervise to ensure flower wreath and condolence flag are duly delivered to funeral venue of undertaker case.
  • Monitor manpower and lead car arrangement for undertaker case at optimal cost.
  • Educate to ensure proper communication is adopted by S&O Team to maintain good rapport with site personnel and undertakers.
  • Review current notification system from undertaker to enhance work efficiency and to minimize ad-hoc case admittance.

VIP Case and Quality Control:

  • Assist in arrangement and preparation of any VIP cases upon instruction from Management and ensure optimum service and product quality to be delivered during implementation of VIP cases.
  • Conduct field visit to perform quality assessment on service performance and attitude in terms of hardware and software resources in order to maintain the quality and reliability of company products and services.
  • Define various criteria and standards involved in Quality Assessment Guidelines; monitor to ensure compliance.
  • Ensure adequate corrective measures are executed in cases of non-compliance with Quality Management standards.

Staff Management:

  • Plan and execute staff development program; identify and recognize any potential subordinates in order to groom up as 3rd liners by instilling them with leadership and management skills.
  • Train, foster, and drive initiatives and self-motivation in S&O team that contribute to long-term operational excellence.
  • Provide coaching, guidance, and mentoring to subordinates through training, sharing, consultation, etc.
  • Create and cultivate a high-performance culture among subordinates in which an innovative, independent, and participative approach to problem solving is fostered.
  • Examine whether corporate objectives are reflected in management activities, and whether subordinates understand the objectives.
  • Develop and guide departmental HODs on monthly report preparation and data analysis, annual budget compilation as well as create and sustain business plan.

Qualifications:

  • Diploma or Degree in Business Administration or other related field.
  • Minimum 5 years working experience in Operations.
  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
  • Ability to challenge and debate issues of importance to the organization.
  • Ability to look at situations from several points of view.
  • High comfort level working in a diverse environment.

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