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Job Description:
* Responsible for ensuring provision of services to IPL customers as per SLA in the region.
* Ensure maximum utilization of resources at his disposal.
* Ensure services are delivered with cost efficiency, and to determine ways of lowering services operations costs within the region.
* Overall responsibility to ensure compliance of all defined JDs of his direct report staff.
* Maintaining discipline and ensuring implementation of all Company policies and procedures at regional level in every area of operation.
* Overall staff management & supervision through respective Coaches and AM (Service Operations) to ensure timely resolution of the problems
* To oversee daily complaints, resolution time and taking corrective actions to keep response & resolution time within defined SLA.
* To ensure adherence of desired service level as per SLA.
* Interaction & communication with the internal & external Clients to satisfy them on their services related issues, hence resolving them in time.
* To ensure timely submission of MIS reports to the management
* To meet & coordinate with customers/clients to build rapport with them on regular basis.
* To ensure implementation of all procedures and policies at regional level
* On going resource scheduling and their optimization
* Being involved in staff appraisals and recruitment
* Training and training need analysis report and to suggest internal trainings to enhance technical and managerial skills of staff.
* To ensure continuous services improvement through strategic planning and analysis in coordination with Country Head.
* To ensure harmony and teamwork among the services team reporting to him
* To help in preparing customer satisfaction matrix, and doing customer satisfaction survey by floating a questionnaire or through web on biannual basis. Customer Satisfaction Survey questionnaire shall be approved by the Country Head.
* Conducting periodic surveys on customer satisfaction and prepare analysis report.
* To ensure implementation of web based Call logging system OTRS for both products, (ATMs & UPSs).
* To communicate with the Regional Manager (Service Operations Central) & Services analyst for resolution of cases taken up with the Principal.
* To depute execution team on projects on as and when required basis, after discussing and approval of the Country Head.
* Certification exams of FSEs for qualifying them in next category as per defined norms and criteria.
* Interaction & communication with the Principal on cases for their resolution through RMA Engineer.
* To ensure timely submission of claims, invoices and timely retrieval of outstanding receivables from the Clients & Principals through RMA Engineer.
* Facilitate Country Head (Services) on SLA/maintenance agreement, pricing & finalization with the Clients
* Preventive Maintenance schedule implementation & execution in coordination with Project manager.
* To ensure timely submission of MIS reports to the management on defined time and on as and when required basis.
* Forecasting parts requirement and plan to maintain minimum inventory level of parts. Hence sending requirement report to Head Office.
* Optimization of resources, both in terms of man-power and equipment/inventory
* To ensure continuous services improvement through strategic planning and analysis in coordination with Country Head.
* Ensure maximum utilization of resources at his disposal.
* Ensure services are delivered with cost efficiency, and to determine ways of lowering services operations costs within the region.
* Overall responsibility to ensure compliance of all defined JDs of his direct report staff.
* Maintaining discipline and ensuring implementation of all Company policies and procedures at regional level in every area of operation.
* Overall staff management & supervision through respective Coaches and AM (Service Operations) to ensure timely resolution of the problems
* To oversee daily complaints, resolution time and taking corrective actions to keep response & resolution time within defined SLA.
* To ensure adherence of desired service level as per SLA.
* Interaction & communication with the internal & external Clients to satisfy them on their services related issues, hence resolving them in time.
* To ensure timely submission of MIS reports to the management
* To meet & coordinate with customers/clients to build rapport with them on regular basis.
* To ensure implementation of all procedures and policies at regional level
* On going resource scheduling and their optimization
* Being involved in staff appraisals and recruitment
* Training and training need analysis report and to suggest internal trainings to enhance technical and managerial skills of staff.
* To ensure continuous services improvement through strategic planning and analysis in coordination with Country Head.
* To ensure harmony and teamwork among the services team reporting to him
* To help in preparing customer satisfaction matrix, and doing customer satisfaction survey by floating a questionnaire or through web on biannual basis. Customer Satisfaction Survey questionnaire shall be approved by the Country Head.
* Conducting periodic surveys on customer satisfaction and prepare analysis report.
* To ensure implementation of web based Call logging system OTRS for both products, (ATMs & UPSs).
* To communicate with the Regional Manager (Service Operations Central) & Services analyst for resolution of cases taken up with the Principal.
* To depute execution team on projects on as and when required basis, after discussing and approval of the Country Head.
* Certification exams of FSEs for qualifying them in next category as per defined norms and criteria.
* Interaction & communication with the Principal on cases for their resolution through RMA Engineer.
* To ensure timely submission of claims, invoices and timely retrieval of outstanding receivables from the Clients & Principals through RMA Engineer.
* Facilitate Country Head (Services) on SLA/maintenance agreement, pricing & finalization with the Clients
* Preventive Maintenance schedule implementation & execution in coordination with Project manager.
* To ensure timely submission of MIS reports to the management on defined time and on as and when required basis.
* Forecasting parts requirement and plan to maintain minimum inventory level of parts. Hence sending requirement report to Head Office.
* Optimization of resources, both in terms of man-power and equipment/inventory
* To ensure continuous services improvement through strategic planning and analysis in coordination with Country Head.
Skills Required:
* MBA. Additionally BE Electrical / Electronics 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
* Good process orientation preferably with prior experience of enhancing operational quality and process efficiency
* 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
* Good process orientation preferably with prior experience of enhancing operational quality and process efficiency
Company Information
Company Name:
i2c Pakistan
Description:
i2c Inc. is an experienced and trusted payments solution provider that helps card issuers and program managers deliver profitable prepaid programs. With MCP (My Card Place), i2c?s flexible, feature-rich, Prepaid2.0-ready processing platform, clients have complete control of their programs More
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