Service Manager (Customer Experience) at Intersect Consortium

Job Requirements
Customer Experience Leadership:

• Lead and oversee the entire customer service function across multiple centers, ensuring seamless service delivery and high levels of customer satisfaction.
• Strategize, develop, and implement long-term customer service policies, regularly update the Customer Experience Manual.
• Monitor, analyze, and drive customer inquiry conversion rates across centers
• Serve as the senior point of contact for escalations related to patient, family, and external prospect inquiries, resolving complex issues swiftly.
• Design and administer feedback systems, generate monthly & quarterly reports, reporting directly to the CEO with actionable areas for service improvements.
• Ensure compliance with national and global standards in customer service, guaranteeing that internal processes are aligned with the organization's mission and values.

Operational & Strategic Administration:

• Provide leadership in managing all administrative functions across the consortium, ensuring there are no service gaps, resource usage is optimized, and facility properly managed.
• Lead administrative planning and execution of critical organizational initiatives, including expansions, renovations, and strategic resource deployment.
• Work with the HR and Operations departments to provide high-level training, development, and retention programs for Admin and customer service staff across centers.
• Handle the performance management system for admin teams, conducting performance reviews, skill assessments, and leadership development plans for key personnel.
• Establish and manage vendor relationships, including negotiation of critical contracts, ensuring optimal service levels and cost-efficiency for the organization.
• Lead spot check visits to centers across Abuja and other regions, conducting audits and assessments.

Senior Supervisory Role:

• Supervise the Operations Officer and provide guidance to administrative officers and department leads, ensuring inter departmental synergy.
• Lead interdepartmental meetings, managing cross-functional projects, and ensuring that team objectives are met.
• Work with HR to ensure there are no staffing gaps and that staffing levels meet operational needs.
• Oversee company-wide compliance with all organizational policies and procedures, ensuring that standards for professional conduct, confidentiality, and ethics are upheld at every level.

Strategic Initiatives and Business Development:

• Identify and explore new growth opportunities to enhance service offerings, improve customer satisfaction, and drive the organization's goals.
• Develop and manage key performance indicators (KPIs) to monitor customer experience, operational efficiency, and overall team performance across the consortium.
• Collaborate closely with the CEO and senior leadership team in defining and driving the organization's long-term strategic goals, focusing on enhancing customer experiences and optimizing service delivery.

Executive Reporting & Leadership Team Involvement:

• Provide quarterly and annual executive reports to the CEO and Board, detailing service delivery performance, customer satisfaction metrics, incident reporting outcomes.
• Serve as a key member of the senior leadership team, contributing to high-level decisions on organizational growth and development.
• Work with the finance department to optimize operational budgets, ensuring resource efficiency across all administrative and service-related functions.

Key Qualifications

• A Bachelor's Degree in Business Administration, Healthcare Management, Customer Service Management, or a related field is required; a Master's degree in a relevant field is highly desirable.
• Proven experience in a senior managerial role, ideally in a customer service or healthcare-related environment.
• Strong leadership and communication skills with a demonstrated ability to influence, mentor, and manage diverse teams.
• A strategic mindset with a proven track record in developing and implementing customer service policies and operational strategies.
• Exceptional organizational and problem-solving skills, with a keen focus on driving business goals and delivering exceptional customer experiences.