Key Responsibilities

1. Service Operations Management

• Supervise and coordinate service delivery across all sites in the region
• Ensure consistent implementation of operational standards and procedures
• Monitor performance metrics and drive operational improvements

2. Team Leadership & Development

• Lead, mentor, and develop branch and field service teams
• Conduct performance evaluations and support continuous staff development
• Build a culture of accountability, discipline, and high performance

3. Customer Experience Management

• Ensure excellent customer service delivery across all service points
• Handle escalated customer issues and ensure timely resolution
• Implement initiatives to improve customer satisfaction and loyalty

4. Performance Monitoring & Reporting

• Track and analyze regional KPIs and operational data
• Prepare and present performance reports to senior management
• Use insights to guide decision-making and continuous improvement

5. Process Improvement & Implementation

• Identify inefficiencies and implement corrective actions
• Standardize processes across the region for consistency
• Drive operational excellence and continuous improvement initiatives

6. Compliance & Risk Management

• Ensure compliance with company policies, safety standards, and regulations
• Identify operational risks and implement mitigation strategies

7. Cross-Functional Collaboration

• Collaborate with other departments to support smooth operations
• Contribute to strategic initiatives and regional business growth

Required Qualifications

• Master’s degree in a relevant field
• 7–12 years of experience in service operations or regional management roles
• Proven experience managing teams across multiple locations
• Strong leadership, analytical, and decision-making abilities
• Excellent communication and problem-solving skills

Key Skills & Competencies

• Leadership and team development
• Operational excellence and process optimization
• Customer service management
• Strategic thinking and analysis
• Conflict resolution and decision-making
• Strong organizational and coordination skills

Performance Indicators (KPIs)

• Regional service quality performance
• Customer satisfaction (CSAT/NPS)
• Operational efficiency and cost control
• Team productivity and retention
• Service response and resolution times