About Intersect Consortium
Intersect Consortium is a group of organizations primarily working in the Mental Health and Addiction space. Our Members understand the growing need for Mental Health Services and Products in Africa and continually work to provide Awareness, Education, Treatment and Support to Individuals, Companies, Families and society at large.
We are recruiting to fill the position below:
Job Title: Service Manager (Customer Experience)
Location: Abuja (FCT)
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.
Application Closing Date
31st October, 2024.
How to Apply
Interested and qualified candidates should send their CVs to: jobs@intersectconsortium.com using the Job title as the subject of the mail.