Lead - Service Delivery

Key Responsibilities:

- In conjunction with the SBU Head Service Delivery, cascade and lead the implementation of the annual region service delivery strategy, monitor the team performance.

- Drive operational SLAs in service fulfillment (cost and TAT) and monitor operational efficiency, quality parameters and initiatives for continuous improvement while achieving revenue targets of the region.

- NPS Score [B2C & B2B]

- TAT achievement : Report TAT from Pick-up to Report Delivery 4 hours

- Exposure should not be <0.1% of collections

- Drive & Execute digitization initiatives for: Logistics, HV , CRM rollout and Compliance

- Ensure compliance of regional service delivery teams to operational policy and processes and provide all relevant policies/process documentation forwarded by corporate teams.

- Direct the process of effective function performance, overseeing performance management, recruitment, training and development of staff to ensure high level of engagement and motivated work environment