
Manager, Service Management Government and Financial
4 days ago
Role Purpose:
To ensure the delivery of high-quality services and support tailored to the specific needs and requirements of customers within Government and Financial sectors. Through strategic service management, customer relationship management, and continuous improvement initiatives, you will drive customer satisfaction, loyalty, and retention within Government and Financial sectors, contributing to the overall success and growth of the company. The primary role is to manage service operations and maintain customer relationships.
Position Information:
Title: Manager, Service Management Government and Financial
- Unit: Commercial
- Division: Business
- Location: Muscat
- Grade: L3
- Line Manager: Senior Manager Business Excellence
Minimum Role Requirements:
- Bachelor's degree in a relevant discipline
- 6 years of relevant experience
Key Accountabilities:
- Develop and implement service management strategies that align with enterprise business goals and objectives, ensuring that service accounts receive a differentiated and personalized customer experience.
- Collaborate with cross-functional teams, such as sales, customer service, and product development, to ensure that service accounts receive timely and effective support.
- Monitor and measure service account satisfaction metrics, such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Lifetime Value (CLV), using this data to continuously improve service account experiences.
- Develop and implement service account retention programs to increase customer retention and reduce churn.
- Identify opportunities for process improvements and automation to streamline service account management activities and reduce costs.
- Stay up-to-date with industry trends, technologies, and best practices related to service account management.
- Manage relationships with internal and external stakeholders to ensure effective and efficient customer experience journeys.
- Prepare regular reports on customer experience processes, trends, and areas for improvement.
- Provide strategic direction and guidance to the team to achieve business unit goals and objectives.
- Ensure that service management strategies are aligned with the company's ethical policies and brand guidelines.
- Build a high-performance team culture focused on delivering results through value creation and continuous up-skilling.
Key Competencies:
Leadership:
- Assertiveness and Conflict Resolution
- Fostering Learning and Development
- Inspiring and Leading Others
- Leading Change and Cultivating Innovation
- Visioning and Alignment
Behavioural:
- Drives Achievements
- Ethics & Compliance
- Timely Decision-Making
Technical:
- Customer Relationship Management
- Customer Satisfaction
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