Service Excellence Manager

2 weeks ago

Manama, Manama, Bahrain Non-disclosed Full time

We are looking for a Service Excellence Manager to develop and implement policies, processes, and standards ensuring exceptional service delivery and compliance across Operations and Technology departments. The successful candidate will be empowered to foster a quality-oriented culture and drive continuous improvement.

Main Objectives:
  1. Develop, document, and establish policies, processes, procedures, standards, and management systems based on industry best practices and frameworks.
  2. Establish quality assurance plans and conduct periodic reviews and assessments of service delivery activities and work products.
  3. Prepare and present assessment reports, recommendations, or alternatives addressing existing or potential weaknesses in services and processes.
  4. Institutionalize quality practices across the department. Regularly assess staff adherence to policies, processes, and procedures.
Responsibilities:

The Service Excellence Manager will support the collection of service, process, partner, and people metrics. Establish Key Performance Indicators (KPIs) and targets for each process in accordance with industry best practices.

Implement and maintain a Quality Management System in line with the ISO 9001 standard.

Foster a customer-centric approach that enhances the overall customer experience.

Requirements:

A university degree preferably in Information Technology, Computer Science, or related subjects is required. Minimum of 5 years of related experience in a quality management position focused on operations and technology is necessary.

The ideal candidate will possess strong leadership and management skills, excellent communication and negotiation abilities, and the ability to work well under pressure.

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