Service Excellence Manager

Service Excellence Manager Salary: Competitive and based on experience Location: Dubai Keywords: Service Excellence, Finance, Quality Assurance, Stakeholder Collaboration, Training and Development, Customer Experience, Customer Service, Shared Service, SLA's

Our client is seeking a Service Excellence Manager to join their dynamic team in Dubai. This role is pivotal in overseeing and enhancing the quality of service delivery within the Finance department. The successful candidate will be responsible for ensuring that financial services are delivered efficiently, effectively, and in alignment with organisational goals. This includes managing stakeholder relationships, ensuring quality assurance, and driving continuous improvement initiatives to enhance customer experience.

• Oversee and enhance quality of service delivery
• Manage stakeholder relationships and ensure quality assurance
• Drive continuous improvement initiatives to enhance customer experience

What you'll do:

As a Service Excellence Manager, you will play a critical role in our client's Finance department. Your primary responsibility will be to oversee the delivery of financial services, ensuring they meet established standards and performance metrics. You will collaborate closely with both internal and external stakeholders, understanding their needs and expectations to facilitate seamless service delivery. A significant part of your role will involve developing quality assurance processes, conducting regular audits, and implementing improvements where necessary. You will also be tasked with designing training programmes for your team, fostering a culture of continuous learning and professional development. Resource management is another crucial aspect of this role; you will need to manage resource allocation effectively to ensure optimal service delivery capacity. Building strong relationships with key stakeholders, including customers, regulators, auditors, is essential for success in this role. Lastly, you will drive initiatives aimed at enhancing customer experience and ensuring high levels of satisfaction.

• Oversee the delivery of financial services to meet established standards and performance metrics.
• Collaborate with internal and external stakeholders to understand their needs and expectations.
• Develop and implement quality assurance processes to ensure the accuracy and reliability of financial services.
• Design and deliver training programs to enhance the skills and knowledge of the service excellence team.
• Manage the allocation of resources to ensure optimal service delivery capacity.
• Build and maintain strong relationships with key stakeholders, including customers, regulators, and auditors.
• Drive initiatives to enhance the customer experience and ensure high levels of satisfaction.

What you bring:

The ideal candidate for the Service Excellence Manager position holds a Bachelor’s degree in finance, Business Administration or a related field. Relevant certifications such as Six Sigma or Lean Management will be considered a plus. You should bring along 7+ years of experience in service excellence or a related field, preferably within a finance or shared services environment. A proven track record in managing service delivery and driving continuous improvement initiatives is essential for this role. Your experience with quality assurance processes and customer experience management will be highly valued. Proficiency in service management tools and software, strong knowledge of service delivery methodologies and best practices, and experience with ERP systems and data migration tools are also required. Strong problem-solving and analytical abilities are key to success in this role.

• Bachelor’s degree in finance, Business Administration, or a related field.
• Relevant certifications (e.g., Six Sigma, Lean Management) are a plus.
• 7+ years of experience in service excellence or a related field, preferably in a finance or shared services environment.
• Proven track record in managing service delivery and driving continuous improvement initiatives.
• Experience with quality assurance processes and customer experience management.
• Proficient in service management tools and software.
• Strong knowledge of service delivery methodologies and best practices.
• Experience with ERP systems and data migration tools.
• Strong problem-solving and analytical abilities.