
Service Delivery Excellence Manager
13 hours ago
**Job Overview**
VIVA Bahrain is seeking a highly skilled Service Delivery Excellence Manager to oversee the day-to-day operations of our services delivery. The ideal candidate will have a strong focus on quality, customer experience, and process optimization.
**Key Responsibilities**
- Oversee and manage the delivery of high-quality services from request to fulfillment with a strong focus on delightful customer experience and excellence management across the value chain.
- Lead service delivery teams on premise and remote locations and ensure enablers (systems, trainings, toolkit, escalation matrix etc.) are available to carry out tasks efficiently.
- Maintain a strong relationship with multiple providers to negotiate service contracts and ensure other enablers are available to deliver their services in line with the agreed arrangements.
- Design, track, and run analysis on KPIs against specified targets, reporting results on a regular basis to higher management, identifying root causes of underperformance if any, and taking corrective actions as needed.
- Identify touchpoints of improvement during the process and collaborate with internal and external stakeholders to design policies and procedures to execute them.
- Leverage the strength of stc's core services to ensure best-in-class customer experience while ensuring profitability of the Insur Tech and Emerging Services play.
- Handle complaints on a day-to-day basis and collaborate with internal and external stakeholders to resolve them within SLAs and in accordance with SOPs.
- Develop policies & procedure to improve complaint handling and approach a zero-complaint service delivery model in collaboration with stakeholders and constantly track the performance of initiatives.
**Requirements**
- Bachelor's degree in Business Administration or Supply Chain
- Proficiency in English and Arabic language
- Minimum 8 years of relevant experience in Insurance, Insur Tech/Fin Tech Service Operations, Modern Trade (Electronics), OEM, Service Centre management
- Experience in telecom industry would be a plus point
**About VIVA Bahrain**
VIVA Bahrain is a leading telecommunications provider in Bahrain offering a range of innovative products and services to its customers.
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