Job Details

• onitor quality of service from vendors and review/evaluate vendor performance
• Analyze the current service processes, identify gaps, recommends process improvement to improve the overall effectiveness of the shared service
• Monitor and analyze the level of the shared service and customer interaction
• Conduct customer satisfaction survey
• Provide stakeholders with both positive and constructive feedback
• Perform audits and analyze results to determine process improvement opportunities
• Establish and update the service quality guidelines
• Generate reports , vendor status and service quality
• Generate reports using various data
• Manage the service management part including Human Resources, Finance, Legal Service, Vender Management, Service Quality Control, Technical Support and Service Process Engineering
• Establish strategic direction and long-term goals
• Transition any new process effectively
• Provide leadership to proactively identify and resolve the related issues and improve processes
• Interact, collaborate and maintain strong working relationships
• Monitor, coach and train subordinates

• Monitor quality of service from vendors and review/evaluate vendor performance
• Analyze the current service processes, identify gaps, recommends process improvement to improve the overall effectiveness of the shared service
• Monitor and analyze the level of the shared service and customer interaction
• Conduct customer satisfaction survey
• Provide stakeholders with both positive and constructive feedback
• Perform audits and analyze results to determine process improvement opportunities
• Establish and update the service quality guidelines
• Generate reports , vendor status and service quality
• Generate reports using various data
• Manage the service management part including Human Resources, Finance, Legal Service, Vender Management, Service Quality Control, Technical Support and Service Process Engineering
• Establish strategic direction and long-term goals
• Transition any new process effectively
• Provide leadership to proactively identify and resolve the related issues and improve processes
• Interact, collaborate and maintain strong working relationships
• Monitor, coach and train subordinates

Reference ID - GH/CRS/Manager - Service Quality & Process Excellence