Senior Executive - Service Excellence

Senior Executive - Service Excellence

Join our client, a leading telecommunications provider dedicated to delivering exceptional customer experiences! Our client is seeking a results-driven Senior Executive to enhance their Service Excellence strategy.

Key Responsibilities:

• Align key performance areas across Sales, Support, and Fulfillment to achieve strategic objectives.
• Ensure accurate data and processes to improve customer satisfaction.
• Monitor DE CEI measurements and address service standard variances.
• Conduct analyses to support decision-making and develop sustainable KPIs/SLA frameworks.
• Identify and resolve customer pain points with a focus on digital solutions.
• Oversee quality checks and escalate issues to enhance service delivery.
• Drive performance improvements, ensuring SLAs are met and fostering team collaboration.
• Manage sprint backlogs, track project progress, and mitigate risks.
• Conduct Root Cause Analysis (RCA) and implement corrective actions.
• Evaluate customer interactions to reduce service issues and boost satisfaction.
• Lead process improvements with vendors and cross-functional teams.
• Organize employee and customer engagement events and manage CSR initiatives.

The Ideal Candidate:

• Holds a Diploma/Degree in Business Management (MBA and LSS certification preferred).
• Has 2-3 years of experience in a similar role and 4-5 years in operations, with a background in IT project management and scrum practices.
• Proficient in MS Office, particularly advanced Excel, with experience in Agile/Kanban methodologies.
• Strong understanding of operational practices and policies, along with expertise in data analysis and ROI measurement.

If you're passionate about driving service excellence and making a positive impact, we want to hear from you!