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

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 of 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 relationship 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 need analysis for the function and recommends internal and external trainings to enhance technical and managerial skills of the staff :: Ensures continuous services improvement through strategic planning and analysis in coordination with Country Head

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