Service Quality Manager recruitment

1. Standardisation of CRM Logging

The post holder is responsible for maintaining and further developing the CRM logging standardisation guide and logging monitoring tools including:

- Reviewing the appropriateness of the guidance on a regular basis and updating and revising the guide itself.

- Communicating changes to guidance and issues identified to the countries.

- Provide guidance and advice to countries as required and training as new guidance rolls out and for targeted areas on a regular basis.

- Monitoring achievements against guidance including further development and implementation across countries of tools for monitoring.

2. Enquiry Reduction:

The post holder is expected to:

- Work with countries to plan their annual enquiry reduction initiatives.

- Monitor achievement against plans including country reviews and challenging robustness of plans and the quality of achievements.

- Report on progress against targets.

- Share best practice across countries where it emerges.

3. Service Quality Management Processes:

The role includes:

- Reviewing existing practices when necessary to ensure they meet the objectives of service quality management.

- Providing advice and guidance to the country teams on processes.

- Providing training on service quality management processes to country teams.

- Devising, documenting and implementing new processes as required.

Marks Sattin (Singapore) Pte Limited, Recruitment Licence Number: 09C3453