13/12/2019
Deadline is Monday 16th December 2019.
THE ROLE
The Head of Service Operations is member of the Senior Management Team reporting to the Country Manager and has overall responsibility for delivering cluent’s promises to over 2M customers in Ghana and making it the most renown brand in terms of quality of customer service delivery. Service Operations include 4 departments representing over 100 employees in total:
• Claims: treatment, vetting and payment of all claims received by client &
AirtelTigo Insurance customers
• Customer Service: resolution of all customer queries in a customer-friendly,
timely and efficient manner, as well as continuous improvement of client’s
customer experience
• Training & Quality Improvement: ensure our 500 sales agents are educating
customers and selling our policies ethically, and deliver relevant training
throughout the organization to achieve operational excellency
• IT: ensure IT delivers the tools and services enabling departments and staff of
cluent to complete their mission efficiently
The Head of Service Operations will also support client’s mhealth department in
delivering an excellent telemedicine service. client is a fast-growing insuretech company, the Head of Service Operations will be responsible for setting-up robust and efficient processes and tools able to consistently deliver excellent customer service and operations in a fast-paced environment.This will require to think out-of-the box and sometimes disrupt the status quo. The Head of Service Operations must therefore have strong people and change management skills and be able to get the buy in of his colleagues and implement initiatives from start to finish. Excellent project management skills are also critical to be able to manage workflows across different departments simultaneously and in a timely manner.
This critical role requires a strong leader who will spearhead all aspects of service delivery through the direct management of four strong Heads of Department. The applicant is also a team player who will collaborate with other key members of the Cluent Local and Global Management teams to achieve set targets.
Master’s degree in Engineering or Business Management
• 5 to 10 years’ experience in an Operational or General Management Role in the Telco, Insurance, Bank sectors or similar
• Prior experience in sales or service delivery in a call-center environment is preferred
• Highly organized and structured, able to manage projects simultaneously
• Experience in managing a team with ability to clearly communicate targets, structure work flows and motivate teams
• Strong analytical skills, you are results-oriented and are able to clearly
analyse and report the impact of your initiatives
• Strategic thinker, you are able to develop a vision, share it with Top Management and execute it
• Innovative thinking attuned to a fast-pace environment and must be comfortable with changing priorities
THE OFFER
• Competitive Salary
• Annual Bonus based on individual performance and performance of the
company
• Clien insurance policy
• Airtime credit
Email application and CV to : [email protected]