Service Head (10-12 yrs)

Job Description:

You will develop and implement service strategies, drive process improvements, and manage the day-to-day operations of the team. This role requires strong leadership skills, a passion for customer satisfaction, and the ability to drive continuous improvement. These professionals are crucial for company's success as they drive customer loyalty, manage teams and improve service processes.

Objectives of this role

- Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.

- Monitor and evaluate team's performance, providing regular feedback, coaching and recognition to drive team excellence.

- Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.

- Developing and implementing service strategies to enhance customer experience and meet service objectives.

- Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.

- Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.

- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.

- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.

- Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

- Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.

- Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.

- Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.

- Developing continuous process improvement initiatives that include workflow optimisation, cost reduction, quality control and service delivery improvement.

- A key part of the Senior Service Leader's role is monitoring the quality of the service provided to each person they support and there are key areas that they will look at and monitor, both by audits and regular supervision with Team Leader and meeting the people they support.

Required skills and qualifications

- A bachelor's degree in administration, management or a related field.

- 5+ years of experience as a service management lead or a related role, with knowledge of service management principles, processes and best practices.

- Knowledge of the Indian service industry, service standards and applicable service regulations and labour laws in India.

- Experience in implementing service improvement initiatives and managing service quality standards.

- Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.

- Excellent leadership and people management skills.

- Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.

- Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.

We need someone from Mumbai only.