Research Associate at ABC Consultants
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Head - Operations - Customer Satisfaction - Internet/Online (6-14 yrs)
Customer Satisfaction
- Work with Sales & Client Servicing to provide pre-sales support and leadership on the area of expertise - including operational process flow documentation and costings - internally and externally
- To support the Client Servicing team in management of customer relationships and assist with third party relationships
- Ensure a working knowledge of customer business and issues facing their industry sector
- Promote a high-quality customer service environment with Client feedback measurements and assist with formal customer reviews
- Escalation point and senior operational contact for operations ensuring operational program SLA's are not only met but exceeded
- Involve subject matter experts from other areas of the business as appropriate to support operational delivery of projects
Operational Excellence
- Ensure a strong understanding of all service offerings
- Assess resource requirements and ensure the assigned delivery team has the appropriate blend of skills and experience to support the program and business requirements fully
- Provide an effective communication link between the Management Team and individual members of the team
- Work closely with the whole management team to ensure consistency throughout the teams
- Ensure all programs, as well as processes, have as a minimum operational Statements of Work (SOWs) or Standard Operating Procedures (SOPs), Operational Plans and internal review mechanisms
- Comprehensive third party development and management. Ensure third party supplier management, communication and confirmation process is appropriate to each program requirement
- Drive continuous improvement in operational efficiencies, service offerings, and reward portfolio.
- Ensure all departmental documented processes and procedures are updated and maintained in specified systems
- Be on call for emergencies, as and when the Company requires
Financial Performance
- Work with Finance team on contracting
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