Group Leader - Service Operations (Service / Electronics / Technical) at CA Global

Reference: TJH

Job Description:

Our client, a leading Retailer is seeking a Group Leader - Service Operations to join their team in Kenya.

Responsibilities:

Strategy

• Develop and Implement service strategy as per company policy and local market conditions in order to achieve customer value proposition.

Service Operations Management

• Oversee the implementation of the company’s warranty policy to effectively support new products in the market in order to maintain seamless service process and customer experience.
• To manage the service centre as per the set the company’s standards and ensure they are operating at optimal capacity to be able to support all the products in the market.
• To strategically plan for new service centres to support the growth and effectively fulfil the customer promise.
• To determine the scope of the technical support required by the company’s service partners in line with the product offering and deploy resources and training required to enhance quality service.
• To ensure the availability of the company’s genuine parts to be used in repairs
• To oversee the operations of the contact centre and ensure that the company’s customer queries are addressed as per the set service level agreements with the outsourced contact centre partners.

People Management

• Identify, discuss and agree clear performance objectives or standards for all direct reports and partners while monitoring and reviewing their performance to ensure effective performance against the agreed objectives or standards.
• Motivate the team through coaching, training and ensuring work life balance so as to maximize team productivity.

Resource & Project Management

• Maintain and improve effective planning, performance and SDF budgetary frameworks, so as to ensure that performance is demonstrably effective against HQ, RHQ, and Subsidiary indicators that objectives are achieved, and that high standards of probity are met
• Lead projects as required, ensuring they are managed to the company’s standards

Requirements: Qualification and Skill

• Degree in IT or Engineering field
• 10 years’ experience in a technical field 3 of which should be in management
• MBA degree is desirable
• PC system database knowledge background
• MS software (Excel, Word, Power Point)
• Good communication skills
• Excellent knowledge of English language is a must
• Able to work hard & under pressure