Customer Service Manager (CSM)

OVERALL JOB PURPOSE:

To ensure operational excellence in Ultimate Security Tanzania Limited operations so as to provide quality service to customers and consistently grow the business unit revenue.  The key focus will be the efficient management of the operationswhilst introducing and implementing new initiatives in line with the organizations strategies to ensure growth of the product line. The tasks will involve the allocation of resources to ensure optimal utilization of manpower, operational efficiency and achievement of the SLA agreed upon with the customer

FUNCTIONS OF JOB:

·         Ensure effective operating systems and procedures for Manned Security.

·         Maintain an effective and efficient operations structure through proper resource allocation and utilization.

·         Ensure all operations adhere to laid down procedures and processes

·         Ensure adequate resources to facilitate smooth operations

·         Select and develop high caliber staff for operations

·         Ensure all staff in operations are properly trained to carry out their respective jobs

·         Ensure company KPI's are achieved and implement corrective actions for any deviations.

·         Continuously monitor and report company KPI's.

·         Monitor and evaluate subordinates performance

·         Generate daily/weekly/monthly operational reports

·         Training of staff on systems, processes and procedures in line with continuous improvement needs of the business unit.

·         Build effective and well-motivated teams in operations to deliver business unit's objectives.

·         Identify and implement procedures to improve operational efficiency to be consistent with set service level agreements.

·         Provide strategic advice and co-ordination of planned expansion on customer contracts in respect to additional business.

·         Co -ordinate the resolution of customer complaints in a timeous manner

·         Conducteffective risk assessments to ensure security and safety of all customersitems and goods from any potential loss or risk.

·         Maintain appropriate records for ease of verification and audit.

·         Allocate duties to staff to ensure effectiveness, accountability and efficiency.

·         Compiling reports on daily activities and comparing against the set targets to determine performance level. (KPI).

·         Assist in investigations of incidents on losses/damage and ensure the claim process/finalization is within the specified period.

·         Hold regular minuted customer meetings to ensure customer satisfaction

·         Ensure correct manning as per contractual requirements

·         Ensure all human resource elements relating to personnel attached the contracts are suitably managed

·         Ensure discipline is maintained

·         Assist Sales in closing new business deals

·         Any other function as assigned by management from time to time

Key Performance Indicators

·         Attain set SLA with customers as per service level agreements for each contract.

·         Reduce customer complaints by 10% month on month through efficiency in operations.

·         Attain budgeted revenue growth in the operation and customer retention. 

·         Operate within set operations budget.

·         Accuracy in reporting as per the agreed reporting schedule.

Financial dimensions:        

·         Assist in drawing up operational budgets

·         Ensure strict control on expenses as per budgets

JOB HOLDER SPECIFICATION:

Formal Education   :           University level education or equivalent

Experience: 

·         Hands on experience managing a large operation in a highly process driven environment for 2 years.

·         Successful and progressive proven track record in setting up and maintaining systems and processes.

·         Experience in managing complex logistics.

·         Proven track record in delivering results in a high pressure environment within expected cost and time.

·         Proven track record in driving and managing change.

·         Strong operations experience.

·         Extensive experience in managing people and teams within a dynamic environment

·         Computer proficiency

·          

Personal qualities:             

·         Proven Leadership and Management skills

·         Good communication and inter-personal skills.

·         Team player

·         Highly energetic and self driven individual

·         Change manager with unquestionable personal integrity

·         Highly resilient with a go-getter attitude,

·         Able to work effectively under pressure.

·         Proactive in their work and willing to take the initiative to propose and implement new approaches

·         Results oriented

·         Must have good commercial flair and analytical skills as well as time management

·         Must be excellent in planning and organizational skills

·         Must be able to work without supervision

·         Confident and hardworking.

·         Analytical and mature decision maker

·         Good planner and organizer.

·         Energetic and enthusiastic, keeping a team focused.

·          Excellent negotiation and presentation skills

Apply to careers@ultimate-tz.com with reference "CSM"

Closing date for applications 19^thNovember  2014