Job Introduction
Reporting to the Regional Operations Manager, the Customer Service Manager will be responsible for effective and efficient management of resources and work processes that will ensure that all the contractual obligations to customer is achieved in a cost effective manner within the company prescribed procedures and standards.
Role Responsibility
Effective Management of the contract financial performance
Drive revenue growth by Identifying new business opportunities in the sphere of operations through an integrated security solutions approach
Ensure Organic growth through price increases
Demonstrate a thorough understanding of the competitor environment faced by the branch
Gross Margin Management
Implement cost saving controls
Ensure Labour efficiency controls e.g optimal establishment, overtime control, proper billing by confirming the accuracy of the A-Register
Ensure Overhead controls according to set targets
Achieve Price Increases and contract profitability according to set targets
Achieve existing revenue growth
Assist debt management i.e enforcing the credit policy
Efficient and effective operations management
Coordinate the provision of contractual and ad hoc security services to ensure that they are executed profitably and in compliance to standardized business practices
Ensure that resources are optimally deployed
Locate areas of improvement in the operations, eliminate waste and propose corrective actions that meet challenges and leverage growth opportunities
Reduce/ Eliminate incidents and customer claims by carrying out pre deployment and continuous risk assessments
Ensure that operators within the contract are properly equipped to handle assignments e.g JDs, training, resources
Ensure maintenance of customer service levels
Make regular liaison and scheduled meetings with the customer
Address customer requests and complaints promptly
Reduce/ Eliminate incidents and customer claims by carrying out pre-deployment and continuous risk assessments
Ensure that all assignments in the branch have post instructions and emergency procedures
Properly investigate incidents and recommend preventive measures
Ensure that assignments within the contract are properly supervised
Ensure that the staff deployed within the branch are properly trained and equipped to undertake assignments
Effective People Management
Ensure Health & Safety at work
The Ideal Candidate
Knowledge and Qualifications
A degree in Business Management or any other relevant qualification
Kenya market,
Kenya legislation
Experience
Five years in operations dealing with people
Technical Skills
Financial acumen
Conflict Management
Negotiation
Microsoft Word – Intermediate level
Microsoft Excel – Intermediate level (Advance level are advantageous)
Microsoft PowerPoint – Basic level
Google suite of products
Behavioral Skills – Management
Awareness of the marketing environment
Delivering strategy
Driving change
Leading people
Delivering performance
Working with complexity
Managing professionally
Customer thinking
Collaborating and Co-operating
