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Contributes to the development of the B2C strategy and ensures translation and alignment during the development and monitoring of Operations strategy including objectives, targets and initiatives.
Develops and recommends improvements to function’s policy and directs the implementation of procedures and controls covering all areas of function’s activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to members / clients.
Provides input for the development of Operations budget and monitors performance against approved levels within own area of responsibility, ensuring any variances are appropriately addressed.
Supervises the day-to-day operations of the function to ensure that work processes are implemented as designed and comply with established policies, processes and standards.
Oversee the adequacy and capacity of B2C business model, products, services, result KPI’s, and its service level agreement
Ensure efficient and structured B2C communication with all stakeholders within SIMAH and Publics
Organize efficient and regular feedback about B2C market development and sales growth
Manage B2C channels effectiveness and plan necessary enhancements in order to achieve forecasted targets
Controls and ensures that the call centre uses state of the art technology and has the capacity to handle effectively and accurately the increase in the volume of B2C customers and products, in order to increase the efficiency in providing high level of services to all SIMAH’s clients
Ensures that all enquiries from customers regarding credit reports that are received through call centre, Mobile, Website, emails and fax are treated fast, accurately and efficiently
Ensures that all employees of the Customer Service are adequately informed for the technical characteristics of the B2C products, in order to be able to provide accurate answers to all customers
Execute the transformation of Call Centre from reactive calls management into a proactive channel in order to develop telemarketing services
Monitors the efficiency of the Call Centre and evaluates the quality and professionalism of the call responses, in order to enhance customer service satisfaction
Controls that all advices and clarifications provided to the clients meet the integrity and professional behavioural standards of behaviour set by SIMAH and are in compliance with Code of Conduct and Credit Information Law
Ensures the accurate and on time provision of first level of technical support to clients (members and customers), while escalates more complex problems to the relevant product channels
Job Details
| Date Posted: | 2016-11-15 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Customer Service |
| Company Industry: | Financial Services |
Preferred Candidate
| Career Level: | Management |
| Gender: | Male |
| Nationality: | Saudi Arabia |
| Degree: | Bachelor's degree |
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