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Field Service Operations Manager

Published: Thursday, 26 August 2010
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
  1. Good Bachelor degree in business management, Logistics & operation management
  2. At least 7 years of relevant experience in logistics and operations especially managing staff with assignments / delivery to homes
  3. Knowledge in supply chain management
  4. Ability to communicate effectively with internal and external customers

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Country: Singapore
Employment Type: Full time
Salary: Open