Service Delivery Excellence Lead

4 days ago


Manama, Manama, Bahrain VIVA Bahrain Full time

At VIVA Bahrain, we are seeking an exceptional Service Delivery Excellence Lead to oversee the day-to-day operations of our services delivery. This role is instrumental in designing innovative ways to optimize service quality and overall operations of the Emerging Services function, aligning with our strategic aspirations.

Key Responsibilities:

  • Oversee and manage the delivery of high-quality services from request receipt to fulfillment, focusing on delightful customer experiences and excellence management across the value chain.
  • Lead a team responsible for service delivery on premise and remote locations, ensuring enablers (systems, trainings, toolkit, escalation matrix) are available to carry out tasks efficiently.
  • Maintain strong relationships with multiple providers to negotiate service contracts and ensure other enablers are available to deliver services in line with agreed arrangements.
  • Design, track, and run analysis on KPIs against specified targets, reporting results regularly to higher management, identifying root causes of underperformance, and taking corrective actions as needed.
  • Identify improvement touchpoints during processes and collaborate with internal and external stakeholders to design policies and procedures to execute them.
  • Leverage stc's core services to ensure best-in-class customer experiences while ensuring profitability of Insur Tech and Emerging Services.
  • Handle complaints on a day-to-day basis and collaborate with internal and external stakeholders to resolve them within SLAs and SOPs.
  • Develop policies and procedures to improve complaint handling and approach a zero-complaint service delivery model in collaboration with stakeholders.
  • Manage day-to-day operations, including reconciliation, invoicing, payments, and forecasting expenditure in collaboration with finance and other operations within the Insur Tech and Emerging Services value chain.

Qualifications & Experience:

  • Bachelor's degree in Business Administration or Supply Chain
  • Proficiency in English and Arabic language
  • Preferred: Master's degree in Business Administration or Supply Chain
  • 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


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