Service Delivery & Operations Lead

Job Objective:

Oversee day to day operations of services delivery. Design new ways to optimize the quality of service and overall operations of Emerging Services function in line with strategy aspirations.

Job Specifications:

• Oversee and manage the delivery of high-quality services from receiving the request to fulfilment with strong focus on delightful customer experience & excellence management across the value chain.

• Lead service delivery team on premise and remote locations and ensure enablers (systems, trainings, toolkit, escalation matrix etc.) are available to carry out tasks efficiently.

• Maintain a strong relationship with multiple providers to negotiate service contracts and ensure other enablers are available to deliver their services in line with the agreed arrangements.

• Design, track and run analysis on KPIs against specified targets, reporting results on a regular basis to higher management, identifying root causes of underperformance if any, and taking corrective actions as needed.

• Identify the touchpoints of improvement during the process and collaborate with internal and external stakeholders to design policies and procedures to execute them.

• Leverage on the strength of stc’s core services to ensure best in class customer experience while ensuring profitability of the InsurTech and Emerging Services play.

• Handle complaint on day-to-day basis and collaborate with internal and external stakeholders to resolve them within SLAs and in accordance with SOPs.

• Develop policies & procedure to improve complaint handling and approach a zero-complaint service delivery model in collaboration with stakeholders and constantly track the performance of initiatives.  

• Manage day to day operations including reconciliation, invoicing, payments & forecasting expenditure in collaboration with finance and other operations within the InsurTech & Emerging Service value chain.

• Perform other duties as requested.

Qualification & Experience:

Minimum requirements:

• Bachelor’s degree in Business Administration / Supply Chain

• Proficiency in English & Arabic language

Preferred:

• Master’s degree in Business Administration / Supply Chain

• Proficiency in English & Arabic language

Professional Experience:

• Minimum of 8 years of relevant experience in Insurance, InsurTech/FinTech Service Operations, Modern Trade (Electronics), OEM, Service Centre management.

• Experience in telecom industry would be a plus point.