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KEY EXPECTED ACHIEVEMENTS
Lead and manage Operation Performance team, including staffing, training
Oversee premium service standards and procedures to ensure consistent and efficient service delivery.
Feel accountable for monitor and evaluate the team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
Should have a proactive approach, maintaining high attention to detail and quality.
Guide the team to implements service metrics, such as change quality and customer satisfaction and take proactive measures to drive continuous improvement.
Collaborate with other departments to develop and implement strategies to improve end-user satisfaction, increase service efficiency and achieve business objectives
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.
Skills:
Experience in project and production activities (support team for example)
Experience in leading teams, agile methods, and knowledge of Lean Management