Chief Service Manager at Fusion Group

Fusion Group is a Real Estate/ Facility management company with interest in Space Mamnagement.We deliver international best practices with the following business products.

We are recruiting to fill the position below:

Job Title: Chief Service Manager

Location: Lagos

Responsibilities

• Develop and implement strategic plans and forecasts to achieve corporate objectives for services.
• Communicate regularly with all department to accommodate changing business needs
• Define and manage SLAs (Service Level Agreement) with customers
• Oversee and guide all activities of service team
• Develop problem management and service improvement plans
• Organize, plan, allocate resources and manage daily operations of the organization
• Manage all customer service requests, including prioritizations and delegation to assigned staff
• Develop and implement both internal and external processes to support service operations goals and improve current service offerings to stay competitive within the industry
• Oversee the Onboarding of the new clients and develop working relationship
• Evaluate operational and customer-facing service efficacy
• Implementation of operational direction for the service delivery teams
• Day to day operational management of support services
• Perform quality control inspections to ensure adherence to contract specifications and industry standards
• Responsible for cost controls over expenses, consumables and tooling for the department. Ensure all scheduled work is properly coordinated to minimize service expenses.
• Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions
• Responsible for cost controls over expenses, consumables and tooling for the department.
• Verify and approval of department expenses
• Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions
• Review and develop operational processes to improve performance and maximize growth
• Review, develop and implement policies and procedures consistent with those of the organization to ensure efficient and safe operation
• Ensure consistency in process and procedures deployed in operational delivery of services across all arms of the business
• Monitor clients’ complaints to define patterns and work to lessen those recurring issues
• Oversee and develop cross-functional teams

Requirements

• Minimum of B.Sc. in any Humanities field / Hospitality or any other related field.
• 5+ year's in Service/Hospitality industry performing similar duties as a Service Manager
• Leadership and interpersonal skills capable of building strong working relationships and influencing and customers and internal teams
• Results oriented, entrepreneurial and self-motivating.

Application Closing Date
9th September, 2021.