· Establish a detailed SOP for Customer Service operations for all standard processes
· Develop a comprehensive Training Program for all CS to provide standard & uniform services across branches
· Conducting Service Excellence workshops for CS & WH across branches
· Training & Induction of new staff
· Productivity Analysis and Mapping against KPI, helping to understand Manpower rationing and Staffing in branches to support operations
· Project head Automatic Call Distribution Pakistan - Setting up of Call Centre solution across Pakistan & Tracking
· Driving the third party distribution strategy to make distribution model more efficient
· Quality Audit - Branch Audits for operations against Dashboad & Business Processes
· Create a information system to have better coordination between CS and Wh in all branches
· Ensure compliance with Business Process Management in all branches
Tasks:
Monthly reporting to Sales Manager/Country Manager on Service Levels on below
o Business Process in Pakistan
o Dashboard reporting
o Monthly reporting on CSI Pakistan to Senior Management
o MIS to Sales & Service Centre Manager on Dashboard & CSI to evaluate branch performance
o Communication & follow-up with Top leaders on service issues
o Processing Sponsor Changes & Terminations
o Official communication of monthly information to database & branches