Executive, Operations
3 weeks ago
Job Summary
The role holder is to deliver operational excellence and provide good customer service. The role holder also needs to execute management directives and processes diligently for cost effective operations.
As a crucial member of the team, the role holder will play a key part in enhancing operational efficiency and maintaining a high level of customer satisfaction through prompt and professional service delivery.
Role and Responsibilities
· Customer Complaints Handling:
o Address customer complaints promptly and professionally, ensuring swift and satisfactory resolutions.
o Collaborate with the Customer Service team to maintain a high level of customer satisfaction.
· Credit Notes and Claims Management:
o Process credit notes and claims following established procedures and guidelines.
o Coordinate with relevant departments to verify and resolve issues related to credit notes and claims.
· Customer and Vendor Contracts:
o Monitor and manage customer and vendor contracts, ensuring compliance with agreed terms and conditions.
o Collaborate with the Operation/Procurement teams to renew or negotiate contracts when necessary.
· Business Continuous Improvements:
o Identify areas for process improvement and implement measures to enhance operational efficiency.
o Lead and facilitate improvement initiatives to optimize workflows and enhance customer service.
· Documentation and Reports:
o Maintain accurate and up-to-date documentation for all relevant processes and transactions.
o Prepare regular reports on operational activities, customer service, and performance metrics for management review.
· Performance Analysis and Monitoring:
o Monitor key performance indicators (KPIs) related to operational efficiency and customer service.
o Conduct data analysis to identify improvement areas for improvement and present insights to the management team.
· Agency Coordination:
o Schedule and coordinate meetings with relevant agencies to discuss operational matters and compliance.
o Ensure effective communication and follow-up with agency representatives.
· ISO Audits and Licensing Preparation:
o Assist in preparing the organization for ISO audits, ensuring compliance with ISO standards and requirements.
o Collaborate with internal teams to gather necessary documentation for audit purposes.
Requirements
· Diploma/Degree in business administration, supply chain management, or a related field.
· Minimum of 3-5 years of experience in operations management, preferably with experience in customer complaints handling and contract management.
· Strong working knowledge of MS Office applications and data analysis tools.
· Meticulous and detail-oriented with a focus on accuracy and quality.
· Excellent team player with strong time management, analytical, problem-solving, and communication skills.
· Proactive mindset with the ability to drive continuous improvements and implement innovative solutions.
· Familiarity with ISO standards and audit processes is desirable.
· Ability to adapt to changing priorities and work effectively in a dynamic environment.
Additional Notes
· 5 Days work week
· Working Hours:
Monday to Thursday: 8.30 am to 6.00 pm.
Friday: 8.30 am to 5.30 pm.
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