Manager/assistant Director
3 days ago
**[What the role is]**
The Service Quality Department oversees service management, manages feedback channels including conduct of insights analytics on customer feedback, and drives service excellence efforts in SFA to build and maintain a strong service culture in the organisation.
**[What you will be working on]**
Data Analytics
- Use data analytics tools and/or techniques to assemble and analyse public enquiries or feedback for significant trends or correlations to have better insights into customers’ needs.
- Review and analyse feedback channels and systems to derive and highlight customer insights to senior management.
- Continuously implement improvement initiatives in collaboration with other SFA departments to address gaps in service delivery.
Case Management
- Support the SFA Quality Service Manager in monitoring SFA’s case management performance.
- Collaborate within SFA and with other agencies to deliver integrated services or perform joint-case management for complex cases.
- Part of the resource team providing strategic guidance on management of cross-departmental customer service issues.
- Part of the quality assurance team monitoring performance of the SFA Contact Centre team.
- Support implementation and execution of channel migration strategies.
**[What we are looking for]**
- Experience in areas preferably related to service delivery, data analytics, process/service excellence, or continuous improvement.
- Experience with project management would be advantageous.
- Proficiency in analytics tools such as Tableau, SAS, R, Python or equivalent technologies is preferred.
- Strong analytical, organisational and planning skills.
- Good conceptualisation skills with ability to drive initiatives.
- Strong team management skills, capable of leading teams in case resolution.
- Excellent written, listening and verbal communication skills.
- Good team player with strong interpersonal skills.
- Self-motivated, able to multi-task and work with mínimal supervision
- A positive service mindset and able to thrive in a challenging environment.
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