Job Description

Job Overview
The Senior General Manager - Information Services will be responsible for planning, directing, and managing all internal operations to maintain and improve customer satisfaction. Additionally, the role involves managing customer interactions and relationships.
Customer Care Design and Strategy

• Create and implement comprehensive procedures for Customer Care, specifically addressing complaints, refunds, and social media interactions.

• Develop and maintain service level standards that prioritize quick response times and effective issue resolution.

• Define a clear mission for the customer care function and deploy strategies that align with this mission, staying informed about new practices and technologies.

Customer Experience Management

• Take responsibility for customer issues, ensuring thorough follow-up and resolution while providing valuable feedback on service failures and customer concerns.

• Focus on improving the customer service experience to foster engagement and loyalty.

• Oversee the entire customer care process to ensure a seamless customer experience, supporting cross-company initiatives to drive improvements and reduce complaints.

Performance Improvement and Quality Assurance

• Manage the day-to-day performance of the Customer Service function, aiming for best-in-class service that meets or exceeds KPIs while staying within budget.

• Apply best practices to develop continuous improvement plans, making data-driven recommendations based on employee and customer insights.

• Advocate for the customer experience by driving change and influencing future projects to achieve service enhancements.

• Enhance the quality of customer interactions, ensuring compliance with regulatory obligations. Implement quality assurance and training functions for global Information Services, both in-house and outsourced, to drive performance and gather insights.

• Provide timely feedback to the Operations team to ensure customers receive accurate and up-to-date information regarding their order status and changes.

Team Management & Succession Planning

• Manage and develop staff, including performance management, training, and career development.

• Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio).

Environment, Social & Governance

• Oversee corporate governance within the assigned region, ensuring alignment with organisational principles, policies, and regulations.

• Promote judicious use of natural resources and adhere to the organisation's environment, health, and safety policies, objectives, and guidelines.

• Drive the organisation's sustainability initiatives, working towards achieving established targets.

Education

• Postgraduate or Global Equivalent Degree in any stream.

Experience

• Over 15 years of work experience in BPO / Travel / Hospitality industry of which last 5 to 7 years should be in senior management position/level.

Skills Required