Job Description
Director, Service Excellence Programs
Scope:
Drive creativity and service excellence throughout the organization through leading the development and management of service
excellence programs and initiatives. Provide a pivotal link between the service excellence governance structure and key stakeholders within the Assets and head office departments.
Responsibilities:
Identifies emerging customer service trends and best practices globally.
Leads the planning, development and implementation of service excellence programs.
Conducts an annual roadmap planning process and determines budget for the upcoming year.
Works with the Assets and head office departments to identify and prioritize initiatives, develops project plans and identifies and facilitates engagement of project resources.
Manages the execution of the overall program and is responsible for scope, budget and timelines.
Tracks and reports on program status.
Responsible for facilitating issue resolution and risk management process.
Manages program communications and is responsible for communicating a clear vision of program goals and objectives.
Conducts regular assessments of service excellence performance against defined KPIs/metrics.
Desired Skills & Experience
Passion for, and experience with driving customer service initiatives and programs
8+ years experience working in a service oriented industry (e.g. hospitality, retail, travel, hotel)
5+ years knowledge of change management principles/methodologies and experience with large–scale, enterprise–wide change.
Understanding of and experience working with project management methodologies / tools
Experience managing cross-functional teams with the ability to prioritize and influence people at a variety of levels internally and
externally to achieve outcomes
Proven track record in launching and executing multi-stakeholder projects on time and on budget
Excellent interpersonal / relationship management and negotiation skills
Business acumen and knowledge of customer service/service excellence trends
Outstanding troubleshooting and analytical thinking to resolve issues
Strong written and verbal communication skills
Comfortable in ambiguous environments with changing priorities
Basic understanding of real estate fundamentals would be valued, but not required
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
