Head of Service
Edge Recruiter Nigeria Ltd.
Lagos
39d ago

Our client is a growth-stage start up that’s on track to light a million homes in Africa over the next couple of years with clean, affordable solar energy.

Position Title : Head of Service

Location : Lagos

Reports to : Managing Director

Job Summary :

The Head of Service is a senior manager responsible for leading a teamof managers, staff, and contractors to provide customer service and ensure excellent customer satisfaction acrosstheir country of operation.

The Head of Service will translate overall company objectives into country-level servicetargets and priorities, and use his / her experience and creativity to develop and execute strategies to achieve these servicetargets.

This role offers an excellent opportunity to self challenge, drive results with excellence and innovate within theconfines of a fast-

growing start-up organization. OGE provides the Head of Service with initial training in country headquarters and unlimited career growth opportunities through training, support and coaching.

Respond to all service request promptly and meet orexceed OGEstandards of customer service

Every service encounter leaves a customer’s happy and satisfied. Provide thorough customer education and make sure that thesystem and appliances are working well and installed properly

Operations Management : Retail shops, field teams, andcall center operate effectively and efficiently

Customer Cohort Management : Customer cohorts are well-designedwith retail and field staff organized for maximum service delivery

Staff Management : Supervise Service TerritoryManagers and Call Center Manager

Inventory Safety : Service staff and contractorsstore and transport inventory safely; damages and losses are minimal

Inventory Efficiency : Inventory moves throughout thecountry promptly and according to all company processes and procedures

Inventory Accounts Management : All inventory accounting isup-to-date

Create Value : Add value to our customer’sservice through consistent implementation of efficient service delivery practises

Demonstrate strong upward and downward leadership withinthe service organization

Proactively collaborate and link the serviceorganization with other departments

Provide excellent leadership and mentor-ship tocountry-wide service team

KEY RESPONSIBILITIES

Strategy : Formulate, translate and implement OGE service strategyand business objectives into field operations within your country

Retail & Field Service : Ensure effective and efficientoperations across the country through consistent compliance with processes and policies

Staff Management : Supervise Service Field Managers

Planning : Create and implement weekly, monthly and quarterly plansto drive service results and meet set targets

Business Performance Tracking : Track and analyze KPIs to identifycritical patterns and recommend appropriate actions to Field Service and Call Center managers

Staff Oversight : Facilitate individual / groupcheck-ins to drive efficiency and accountability down the organization

Performance reviews : Assess performance for ServiceTerritory Managers and Call Center Manager, and ensure scorecards are completedmonthly for all service staff

Live to serve : Demonstrate excellent leadershipto your team through leading by example

Staff development : Create a platform for your team toshine by enhancing their knowledge and skills through training, support, mentorshipand coaching

Develop annual budgets based on operational andfinancial targets

Opex control : Ensure that all finances withinthe service organization meet OGE’s budget objectives and comply with finance SOPs &Policies, this includes but not limited to : all field, retail, and call center Opex, agentcommissions, Staff overtimes etc.

Ensure that inventory ordering process and weeklyinventory reconciliations are completed correctly and on-time

Reinforce control over damages and losses as the finaldecision maker for inventory accounts

Participate in designing, improving, and implementingstrategies to improve last mile inventory efficiency

MPOWER community

Participate and engage actively in the last mile servicedelivery activities not limited to customer homes visit and community events within your territory

Cultivate and embed OGE culture within your team throughactive and passive participation in individual / group meetings and socialevents

Directing others

Is good at establishing clear directions; sets stretchingobjectives; distributes the workload appropriately; lays out work in a well-

planned andorganized manner; maintains two-way dialogue with others on work and results; brings out thebest in people; is a clear communicator.

Drive for results

  • Can be counted on to exceed goals successfully; isconstantly and consistently one of the top performers; very bottom-line oriented;
  • steadfastly pushesself and others for results.

    work

  • Clearly assigns responsibility for tasks and decisions;sets clear objectives and measures; monitors process, progress, and results;
  • designs feedbackloops into work.

    Delegation

  • Clearly and comfortably delegates both routine andimportant tasks and decisions; broadly shares both responsibility and accountability;
  • tends totrust people to perform; lets direct reports finish their own work.

    Building effective teams

  • Blends people into teams when needed; creates strongmorale and spirit in his / her team; shares wins and successes; fosters open dialogue;
  • lets people finish and be responsible for their work; defines success in terms of the whole team; creates afeeling of belonging in the team.

    Motivating others

  • Creates a climate in which people want to do their best;can motivate many kinds of direct reports and team or project members;
  • can assess eachpersons hot button and use it to get the best out of him / her; pushes tasks and decisions down;empowers others;
  • invites input from each person and shares ownership and visibility; makes eachindividual feel his / her work is important;
  • is someone people like working for and with.

    Timely decision-making

    Makes decisions in a timely manner, sometimes withincomplete information and under tight deadlines and pressure; able to make a quick decision.

    Language Skills Fluent in both English and Swahili (Tanzania - only)

    Education

    Bachelor’s Degree in anydiscipline a / o relevant qualification is preferred. Master's degree and beyond is an additional advantage.

    Professional qualifications in Customer Service is anadditional advantage.

    Relevant Experience

    5 years of MANAGEMENT experienceand / or at least 3 years of Senior Management experience is highly preferred.

    2+ years of experience in a relevant field is anadditional advantage (preferred : renewable energy, telecom, or FMCG)

    Others

    Willingness to work a variety of hours as businessdemands, including late nights, weekends, and holidays.

    Flexible to travel within the service territory on bothplanned a / o impromptu schedule.

    Only qualified candidates willbe contacted.

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