Senior Manager Center of Excellence


Company Type
Job Description / Skills Required

Minimum Qualifications

Bachelor's degree required
At least 5 years experience in customer service industry (supervisor/manager level)
Sufficient knowledge of branch operation
Have experience in designing and manage the implementation of QA program
Pay strict attention to detail
Excellent written and verbal communication skills

Job Descriptions

Developing a strategy for launch of a Centre of Excellence (CoE) framework
Create, review and update Playbook, SOP and Working Instruction for driver care walk-in channel
Being accountable to develop and manage QA program for driver care walk-in channel nationwide to fulfill requested service levels (quality, time and cost)
Make continuous improvement recommendations based on monitoring observations
Prepare and provide periodically (Monthly/Quarterly/Annual) reports to VP of driver care
Liaise with HR for recruiting a CoE Jr. Managers to deliver the CoE and providing guidance to the CoE Jr. Manager as required before end of Q1
Liaise with GA in designing branch standardization (location selection, space lay out and optimization) and coordinate closely with VP region to monitor the execution to achieve results as planned & agreed

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Confirmed 8 hours ago. Posted 30+ days ago.

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