Regional Service Manager (Third-Party/ Outsourced)

Job Summary:

The Regional Service Manager is responsible for leading and overseeing service operations across multiple locations within the designated region. This role ensures the delivery of exceptional customer service, operational efficiency, and strategic growth. The position requires a dynamic leader capable of driving performance, optimizing processes, and cultivating a high-performing team culture.

Key Responsibilities:

1. Operational Excellence:
• Oversee and manage daily service operations to ensure consistent and superior customer service delivery across all locations.
• Develop and implement standardized operating procedures to enhance operational efficiency and service quality.
• Monitor key performance indicators (KPIs) to evaluate operational effectiveness and drive continuous improvement.

2. Leadership and Team Development:

• Lead, mentor, and develop a team of service managers and frontline staff, fostering a culture of accountability and high performance.
• Conduct regular performance evaluations, identify skill gaps, and implement targeted training and development programs.
• Facilitate effective communication and collaboration across teams to ensure alignment with organizational goals

3. Customer Satisfaction and Retention:

• Design and implement customer service strategies to enhance customer satisfaction, loyalty, and retention.
• Proactively address and resolve complex customer issues, ensuring timely and effective solutions.
• Utilize customer feedback and insights to identify opportunities for service enhancement.

4. Strategic Planning and Growth:

• Collaborate with senior leadership to develop and execute strategic plans to drive regional growth and operational scalability.
• Identify and capitalize on new service opportunities and market trends.
• Manage budget allocations and ensure cost-effective service delivery while maintaining high standards of quality.

5. Compliance and Risk Management:

• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Promote a culture of safety and ensure all operations adhere to health and safety guidelines.
• Mitigate operational risks through proactive planning and strategic problem-solving.

Qualifications:

• Bachelors degree in Business Administration, Operations Management, or a related field. A Masters degree is an advantage.
• Minimum of 10-15 years of experience in service management, preferably in a regional or multi-location capacity.
• Proven track record of effective leadership and team management.
• Strong strategic thinking, problem-solving, and decision-making abilities.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency in service management software and analytical tools.
• Willingness to travel within the region as required.

Note: This role is on a third-Party payroll with OnePlus India.