Regional Manager - Service Operations - Karachi

Regional Manager - Service Operations - Karachi Innovative Private Limited, Pakistan

Education :

MBA (Preferably with a background in BE Electrical / Electronics) Key Responsibilities

Primarily responsible for managing client services operations efficiently and effectively aimed at total customer satisfaction. Overall staff management and supervision through respective team leads ensuring efficient resource management and timely resolution of problems. Regularly reviews key performance metrics of the operations (e.g., daily complaints resolution time, etc.), taking corrective actions to maintain and improve internal performance benchmarks. Maintains regular interaction and communication with both internal and external clients and strives to provide services that exceed expectations. Ensures adherence to the desired service level as per SLA. Preventive Maintenance planning, scheduling, coordination with Clients, and ensuring adherence to all PM plans - CENTRAL role but execution would be local. Ensures timely submission of MIS reports to management that provide visibility and aid in decision-making. Actively strives to build relationships and rapport with customers. Encourages a healthy team environment, maintaining a high energy and high-performance work culture. Leads by example, ensuring adherence to processes, organizational policies, and quality benchmarks. Defines processes and procedures that meet organizational goals and performance standards. Involved in staff appraisals and recruitment. Conducts training needs analysis for the function and recommends internal and external training to enhance technical and managerial skills of the staff. Ensures continuous service improvement through strategic planning and analysis in coordination with the Country Head. Job Specification

Required Competencies : MBA. Additional BE Electrical / Electronics education shall be regarded as a plus. 3 to 4 years experience in Operations Management. Proven expertise to plan, organize, lead, execute, control, and improve operations. Strong customer orientation. Computer proficiency with knowledge of MIS. Strong analytical and problem-solving skills. Good communication skills (both oral and written English). Excellent interpersonal and team-building skills. Good at building relationships and rapport. Excellent learning skills with an appetite for continuous learning and growth. Drive to excel and deliver in a fast-paced environment.

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