Senior Representative, Support Services

**1. JOB DETAILS:
**Position Title**:Representative: Support Services

**Department & Function**:Ma’aden General Services

**2. OVERALL JOB PURPOSE**:
Section Head: Support Services (Eastern) Province is responsible for managing all the activities related to the support Services function within the assigned site (Jubail, Al Baitha, Ras Al Khair) with the objective to leverage cross-functional synergies within GS and enable the overall success by providing key support activities in the related areas such as Travel, Hotel reservations Office Services, and Transportation mobilized / demobilized expat employees, inbound / outbound correspondence. This includes managing day to day activities for operations and its staff, ensuring compliance with Ma'aden P-EHSS, and enhancing the value proposition in business effectively to provide internal & external General Services Support/Services to the whole region in line with company objectives and customer expectations within the agreed SLAs, approved policies and procedures

**3. QUALIFICATIONS, EXPERIENCE & SKILLS:
**Qualification**:
1- Bachelor level degree in Engineering, Business Administration, or equivalent from an internationally recognized institution.

**Experience**:
1- At least 2 years of relevant experience in the field of Support services or support functions

**Skills:
1- Computer skills. 2- communication skills 3- customer service skills 4- problem-solving skills 5- organizational skills 6- analytical skills

**4. KEY ACCOUNTABILITIES:
**Focus Area**

**Operational / Functional**

**Legal**:
1. Consistently achieve all delivery targets (e.g. tons, products, services)

2. Ensure all work is met through quality results (agreed standards, quality, quantity and due dates)

3. Cost awareness and control

4. Resources utilization and efficiency through optimizing available resources and contained cost

5. Consistently achieve all HSE targets
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.

**Leadership
- During emergency situations, evaluate the abnormalities and take corrective action as to avoid downtime, equipment damage and/or HSERQ incidents
- Ensure sensitisation to diversity in the workplace
- Drive Ma'aden Safety Culture Transformation Program
- Ensure adherence to HSERQ legal standards and implement HSERQ processes for own area of responsibility
- Writing and reporting
- Understand customer requirement and ensures product/service meets customer requirements
- Identify and support inter-dependencies (synergies) with own and other departments within the value chain

1. Understand, support and live the Ma'aden vision, values and goals

2. Takes accountability for personal improvement, personal development, skills development and effectiveness

3. Takes responsibility, agree on and review personal performance goals and achievement of high performance goals

4. Plan, organize, control and report own work and consistently ensure that work is completed to plan

6. Resolve work obstacles and issues positively through problem solving and decision making

**Relationships**
- Get results through empowering others to act
- Enable team members to achieve competence for career progression
- Coaching and development of own staff
- Mentor
- Avail staff for training and development required due to change initiatives
- Avail staff for development opportunities (incl. rotation to other Affiliates; International assignments)
- Ensures team motivation and team wellness
- Lives company values and ensures compliance of team to the values

1. Fully understand and deliver on customers/partner needs and expectations through positive working relationships with all related stakeholders (internal and external)

2. Consistently maintain constructive relationships within the team and with all stakeholders through relationships and collaboration

3. Team and customer communication

4. Continuous improvement through sharing new ideas and implementing them

**5. COMPETENCIES**:
**Technical/Functional**

1. Strategy Integration / Consolidation and Development
2. Strong technological knowledge, covering big data, cloud, advanced analytics and digital way of working
3. Experience in tailoring available technologies with business and operations requirements
4. Ability to develop new creative concepts and taking them from ideation phase through to delivery

**Leadership**
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