Senior Director

2 weeks ago

Riyadh, Saudi Arabia Intelligent Solutions HR Consultancy Full time

Reporting Line: Chief Customer Experience and Marketing Officer.
Role Purpose:
To direct the development and implementation of Customer service strategy, plans, policies, and procedures, ensure appropriate service levels through the integration of the needed infrastructure, proper staff sizing, scheduling and training, and recommend improvement opportunities.
Planning and Budgeting:

- Lead the establishment and execution of the Department’s annual plan, budget, objectives and initiatives in line with the companies strategic objectives and set KPIs.
- Direct the Department’s operations and activities within budget and devise strategies that result in a positive financial impact.

Customer Service Planning and QA:

- Cascade the Customer Service strategy and objectives to all departments.
- Review Customer Service scripts, Service Level Agreements, and Frequently Asked Questions Manuals to ensure consistency.
- Review needs assessments and gap analysis to determine workforce, communication, equipment, and IT systems needs based on the forecasted workload, targets, and strategy of Customer Service activities.
- Oversee the integration of the necessary infrastructure such as electronic systems, Interactive voice response (IVR), computers, etc. in coordination with relevant stakeholders to enable Customer Service operations.
- Monitor and provide recommendations for optimal sizing and shift scheduling to enhance Customer Service efficiency.
- Oversee quality assurance reports, Key Performance Indicators, statistical reports, and service levels to recommend improvement opportunities accordingly.

Customer Service Operations:

- Direct customer 1st level support by ensuring inquiries and concerns are addressed according to established guidelines and issues requiring escalation are forwarded to concerned stakeholders for resolution.
- Oversee call-back of customers with frequent and repetitive calls, or who have been dissatisfied with the service.
- Ensure additional support for complicated customer calls or issues received from Social Media and Call Center 1st level support.
- Coordinate with concerned stakeholders to follow up and solve issues/inquiries if needed.
- Oversee primary policy administration activities (name, contact information, and address changes) and facilitate integration with policy administration team for secondary policy administration channeling.
- Monitor the collection and recording of feedback, comments, inquiries, complaints, and actions taken in a database to be able to identify patterns and issues, and identify corrective actions.
- Direct VAS Call Center activities to ensure that Vitality, Drive and other VAS are enabled through inbound and outbound calls to support customers and increase awareness and registration.

Policies, Procedures and Processes:

- Direct the development of the Department’s policies, processes and procedures to increase productivity, attain high quality outputs, and cost-effective results in line with relevant regulatory requirements.
- Lead the development, enhancement and implementation of control systems, and the resolution of escalated non-compliance cases.

People Management:

- Direct the Department’s talent acquisition, development and management activities within the Department.
- Lead setting team members’ objectives, clarifying expectations, reviewing performance periodically, providing regular feedback, coaching, and confronting unsatisfactory behavior or performance.
- Promote a high-performance and accountability working environment.

**Requirements**:
**Education**:

- A Bachelor’s degree in Business Administration or related fields is required.
- A Master’s degree in Business Administration or related fields is preferred.

Knowledge and Experience:

- Minimum 11 years of experience in Customer Service with at least 6 years of experience in a managerial position.

Work Experience

5+ years

Industry

Insurance

City

Riyadh

Province

Riyadh

Country

Saudi Arabia

Postal Code

11564

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