Overview
The Senior Executive, Service Operations is responsible for supporting operational efficiency, driving service performance improvements, and enhancing customer satisfaction across all branches nationwide. This role involves data analysis, cross-functional collaboration, and direct support for Voice of Customer (VOC) management and service operations initiatives.
Key Responsibilities
- Data Analysis & Strategic Planning
- Collect, analyze, and interpret operational and service performance data to identify trends, gaps, and improvement opportunities.
- Prepare reports and dashboards to support decision-making and performance monitoring.
- Provide insights and recommendations to improve operational efficiency and overall customer experience.
- Cross-Functional Project Collaboration
- Work closely with internal departments (e.g., Service, Operations, IT, Sales) to support project planning and execution.
- Support project tracking, coordination, and issue resolution to ensure timely delivery.
- Participate in process improvement activities to enhance workflow and service quality.
- Customer VOC (Voice of Customer) Handling & Technical Issue Support
- Analyze VOC feedback related to technical or service issues to identify root causes.
- Collaborate with relevant teams to propose corrective and preventive actions.
- Ensure timely closure of VOC cases and improve customer journey and service experience.
- Nationwide Branch Support & Communication
- Act as the communication bridge between head office and service branches to ensure alignment on service processes, standards, and KPIs.
- Provide operational updates, guidelines, and coordination support to all branches.
- Assist branches in resolving escalated cases and achieving service-related performance targets.
Requirements
- Bachelor's degree in business administration or any related Business field (or equivalent).
- Minimum 3 years of relevant working experience in service operations, customer experience, data analysis or related fields.
- Strong analytical and problem-solving skills with the ability to work on multiple tasks simultaneously.
- Proficient in Microsoft Excel (advanced functions preferred) and Power BI.
- Strong communication and interpersonal skills, able to collaborate across teams and departments.
- Detail-oriented, proactive, and able to work independently with minimal supervision.
