Role Purpose


Operate and deliver world class services to Enterprises Customers (VGE footprint)
Managing operations team of advisors, leading them to ensure key deliverables required by customers are with the highest quality and accuracy, within agreed SLA and achieving the highest customer satisfaction & NPS scores.
Contributing in Service Desk processes such as Escalation Management, Relationship Management, Business Continuity Management, Continuous Service Improvement Plans, 3rd Party Management and Process Designing.


Key Accountabilities And Decision Ownership


Team Coaching and Development
Team Support
Customer Management
Leadership
Operation Support
Business Continuity Management
3rd Party Management
Process Designing


Core Competencies, Knowledge And Experience


Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
Ensure efficient and effective dissemination and communication of information to team members.
Be a point of escalation in the handling of customer queries and complaints to the point of resolution.
Participate in the preparation and implementation of operational plans.
Contribute in Business Continuity Plan designing.


Must Have Technical / Professional Qualifications


Presentation Skills
PowerPoint
Excel
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