Field Service Operations Manager

ADMINISTRATION COORDINATOR ( EPG )

Reporting to the Operations Director, you will lead a team of Customer Relationship Executives, Administration, Schedulers & subcontractors through implementation of gold-standard operations procedures. You will need to be hands-on and have a customer-focus mindset to delivery end-to-end services. You will need to have a proven track record of having managed a large team of mobile employees and where productivity and customer service level has improved under your leadership.

Responsibilities:

Performance Management

Communicate and monitor individual performance objectives & service standards
Set and regularly review achievements of team and individual goals.
Coach the performance of staff to ensure quality standard in service delivery and conduct regular quality checks
Ensure certification & re-certification of staff through training and regular feedback sessions

End-to-End Excellent Service Delivery

Set up an efficient & effective Operation process to manage work distribution and schedule to optimally utilize available resources
Identify ongoing service issues and recommend solutions
Maintain awareness of customer needs and potential service issues through regular contact with Customer Service, Sales and Service Quality / Process
Conduct regular quality monitoring of standards as part of business reviews. Incorporate findings and corrective actions into regular employee coaching or actions leading to improved performance

Resource Management

Balance capacity of resources and set timeframes to successfully complete the operations process steps
Utilise automation to improve efficiency
Prepare reports for Management reporting

Requirements

Good Bachelor degree in business management, Logistics & operation management
At least 7 years of relevant experience in logistics and operations especially managing staff with assignments / delivery to homes
Knowledge in supply chain management
Ability to communicate effectively with internal and external customers