Head Of Service (North) MMH250702-3

MomentumCenturion, Gauteng, South Africa

30+ days ago

Job description

Head of Service Management – Momentum (Centurion, Gauteng, South Africa)

Location : Centurion, Gauteng, South Africa

Employment type : Full-time

Seniority level : Executive

Job function : Management and Manufacturing

Role Purpose

Translate business strategy into the client service strategy and oversee the operational execution of the client services strategy to drive client experience and the achievement of business objectives.

Requirements

Bachelor’s degree or equivalent in Operations, Business Management, Industrial Engineering, or related qualification (desirable)
Grade 12 or equivalent (essential)
10+ years of relevant experience in client services management
6–8 years of people management experience in a services environment

Duties and Responsibilities

Craft and implement a client service strategy that delivers on the brand promise and creates a memorable client experience, in line with business objectives.

Oversee management of interdependencies across departments to achieve efficient service objectives.

Oversee the implementation of mechanisms, systems, processes, and practices that enhance service delivery and the client experience.

Implement mechanisms to monitor, report, and improve service delivery and operational efficiencies, driving continuous improvement.

Contribute to and interface with segment and group forums with an operational link that impacts operational delivery.

Collaborate with centers of excellence (COEs) and develop standard operating procedures to establish optimal processes.

Develop measures for operational excellence and a reporting framework for tracking these measures.

Implement initiatives that drive operational efficiencies, reduce operational risk, and promote excellence across process, practice, and people.

Plan and execute cycles of short‑term improvements to drive operational delivery.

Use data and analytics to build and provide personalized and customized service solutions for customers.

Proactively analyse data, trends, and research to provide insights that inform business decisions and influence strategy.

Additional Information

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Head Of Service • Centurion, Gauteng, South Africa