Senior Service Quality Excellence Manager
9 hours ago
Company Overview:
Talent Recruit is a leading recruitment agency specializing in the supply-chain industry, providing innovative solutions to global clients. Our client, a prominent logistics company, is seeking an experienced professional to fill the role of Senior Service Quality Excellence Manager.
Salary: The estimated annual salary for this position ranges from $85,000 to $110,000, depending on experience and qualifications.
Job Description:
The ideal candidate will possess excellent leadership skills, with a strong background in service quality and process excellence. Key responsibilities include ensuring service delivery performances, collaborating with IT and business functions to implement new services, and investigating root causes of performance shortfalls.
The role also involves strategic process evaluation, analysis of operational performance issues, and supporting the design of efficient processes. Additionally, the successful candidate will lead new customer/business implementation, develop implementation plans, and work closely with stakeholders to ensure seamless execution.
Required Skills and Qualifications:
- Degree in an Engineering discipline
- Minimum 3 years direct working experience in the shipping industry
- Proven experience in Service Excellence, Process Engineering & Improvement, and Implementation
Benefits:
- Permanent employment with hybrid working arrangement
- Comprehensive benefits package, including medical allowance and insurance
Key Responsibilities:
- Ensure service quality/delivery performances
- Successful collaboration with IT and other key business functions to develop, test, and successfully implement new/improved services, processes, or applications that meet customer and business objectives
- Investigate and determine root cause(s) of all SIO/NCR and KPI shortfalls
- Understand and leverage on success stories in KPI performance and facilitate the sharing of these success stories across all countries in the region
- Lead internal efficiency and productivity initiatives
- Supports and active participation in customer acquisition process
- Strategic process evaluation to identify business goals and objectives
- Process analysis to review and evaluate the effectiveness of the current processes and operational performance issues
- Support the design of efficient processes and strategies and present implementation recommendations
- Technology support to define required technology upgrades or changes necessary to implement the new processes and approaches
- Change management support to provide guidance on managing the impact of change and easing the transition to new processes
- Operational performance support to design and deliver education to support process owners impacted by the change and quality control mechanisms to ensure process stability and capability
- Coordinates studies of operational and performance data and identifies opportunities to align business processes with information technology, documentation, physical and financial flows
- Lead new customer/business implementation for the region
- Develop implementation plan and timeline
- Work closely with stakeholders, to ensure seamless implementation and adherence to project milestones
- Initiate training programs to ensure staff are qualified and complied with operational standards as agreed with customers
- Organize, prepare, and support customer performance reviews
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