Service Delivery Excellence Manager

13 hours ago


Manama, Manama, Bahrain VIVA Bahrain Full time

**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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