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Job Purpose:The Head of Service Quality & Business Development Management is responsible for leading and overseeing all aspects of service quality enhancement and business development strategy. This includes developing policies and frameworks to elevate customer satisfaction, operationalizing quality improvement measures, and spearheading growth initiatives to drive market expansion. The role demands a balance of strategic thinking and hands-on management, collaborating cross-functionally with departments such as Operations, Product, Marketing, and Customer Support.

Service Quality Management

• Develop Quality Standards: Design and implement service quality standards and best practices to ensure a superior customer experience.
• Monitor Performance Metrics: Establish and track key performance indicators (KPIs) related to service quality, including NPS scores, resolution times, and feedback response rates.
• Continuous Improvement: Lead continuous improvement initiatives and conduct regular audits to identify areas for service enhancement.
• Feedback & Analysis: Gather and analyze customer feedback through surveys, NPS, and other metrics; drive actionable insights to address root causes of service issues.
• Training & Development: Oversee training programs for service teams to maintain high-quality service standards and professional growth.

Business Development & Strategic Growth

• Market Analysis & Expansion: Analyze market trends, competitive landscape, and customer demands to identify growth opportunities; develop strategies to penetrate new markets and expand existing customer bases.
• Strategic Partnerships: Build and maintain relationships with strategic partners to enhance business development efforts and explore new revenue streams.
• Product Development Support: Collaborate with product development teams.
• to align offerings with market needs, ensuring service quality is integrated from inception.
• Revenue Optimization: Identify areas to increase revenue, reduce costs, and maximize profitability within service and business development operations.

• Reporting & Analytics

• Data-Driven Decisions: Use analytics and data insights to drive decision-making, improving service quality and optimizing business development initiatives.
• Report on Performance: Regularly report to senior leadership on service quality metrics, business development progress, and market insights.
• Budgeting & Forecasting: Oversee budget management for service quality and business development efforts, optimizing resources for maximum impact.

• Recognized degree (preferably in Business Management,Business Administration, Finance and Economics)
• Good command in English for both verbal and written
• Good leadership and management skill
• Be able to work under pressure and tight timeline
• Result oriented