Summary

Responsible for establishing Service Measurement parameters across all touchpoints as well as standardize, track, and analyse the parameters across the touchpoints and also review performance of all units

Responsibilities

• Design, develop and implement strategies and initiatives geared towards promoting an inclusive culture of quality service across the businesses of the company
• Design and create service measurement processes for use across the company
• Promote service quality solutions using both internal and external customer interactions across various touch points to optimize customer experience
• Monitor and measure all touch points and recommend corrective / preventive actions to close identified gaps from the touch points
• Design and develop metrics that will support the company’s desired service culture
• Carry out periodic customer satisfaction and service quality index surveys for internal and external customers and recommend improvement strategies based on identified gaps
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across all of the company’s businesses
• Ensure stakeholder engagement on identified service challenges (i.e feedback from measurement reports and inspection of tools and premises)
• Assist in undertaking, assessment and implementation of best practices across the company’s businesses to drive continuous service improvement
• Develop service measurement matrix to capture critical service parameters across the company

Requirements