Head of Customer Service and Compliance Ref: JS0611L026

Dear All,

As you have experience in this industry, I would appreciate it if you could refer candidates to me for the following position(s)

(Job Description is attached below).

Thank you for your time. I look forward to hearing from you.

Kind Regards,

Fahad Jamil
Program Consultant
Career Pakistan
+92 345 530 0048

fad.jamil@gmail.com
fahad@careerpakistan.org

We are looking for candidates for the position of Head of Customer Service 
and Compliance for a Large International Organization.

Position Title: Head of Customer Service and Compliance
Position Location: Lahore
Sector: Development Sector
Company Type: Large International Organization
Salary: Rs 112K to 175K -- based on candidate credentials 
Note: Job will require travel within Pakistan
Duration: Indefinite Contract

Essential Requirements:
-- About 5 years (or more) experience
-- Recent experience in Multinational (or similar) companies
-- Customer Service experience
-- Call Center experience
-- Quality Assurance experience (i.e. experience with Standardization and Processes)

Other requirements/preferences:
-- At least 3 years experience in a managerial role including
experience of directly managing people/teams.
-- Demonstrable strong customer services experience in any industry
(Services; Industrial or FMCG, Telecom etc);
including managing customer service delivery and complaint handling.
-- Some experience of project management
-- Minimum of 1 year experience of quality control and/ or auditing of
systems and processes
-- Some experience of working in/managing a call centre environment
-- Bachelor’s Degree in Business, Management or equivalent

Purpose of Job:
In a national role to contribute to the secure management and delivery
of examinations in
Pakistan by ensuring that standard operational procedures are in place
and are being monitored.
This post has a major role in developing and implementing appropriate
quality assurance
processes and efficiency improvements. The post holder will play a
national role for assisting organization in leading service innovation for Exams. 
Alongside, the post holder will provide strategic
leadership to the organization and operational enquiry management teams.

Key Accountabilities and Responsibilities
-- To ensure all exams systems and processes across Pakistan are
standardized and implemented nationally.
-- To ensure that there are regular audits of Exams systems in all
regions and ensure compliance and suggestions for improvement.
-- To act as the national point of contact for assistance,
clarification and guidance in
interpreting and applying Exams policies and systems.
-- To ensure Exams web pages are up to EQS standards, up to date and meeting the
current and anticipated future needs of customers
-- To assist organization in leading on all outsourcing projects and new
products and service
development and implementation e.g. Touch points project.
-- Manage the national re-inspections and quality assurance process.
-- To lead the organization in a way that will deliver outstanding results
to both its external and internal clients as well as ensuring exams
second level enquiry
management meets corporate standards. Frequent travel to Karachi is essential.

Context and Environment
-- The maintenance of the integrity and security of Exams materials
and processes lies
at the heart of credibility with Examination Boards and it’s
importance takes on a more
profound meaning in probably the biggest Exams operation in the entire network.
-- The exams business is a progressively growing one and the role
plays an integral part
in helping to manage this growth in an effective and efficient manner
through ground
breaking product innovation, with a focus on greater efficiency.
-- The organization has a critical role in ensuring Exams candidates
potential and actual are given
the highest levels of service quality. The post holder will need to
direct the staff and
activities of the organization working closely with the organization
Manager to maximize utilization of
staff and services.
-- Frequent travel within Pakistan.

Key Relationships
The post holder will be working within a complicated management matrix
and with a wide variety
of internal clients as well as developing key business relationships
with external partners:
-- With Business Development Director, Regional Exam Directors,
Examiners & Invigilators,
Web Development Manager
-- External business partners current and prospective
-- S/he will line manage the ORGANIZATION manager and work closely
with teams on customer
profiling and service improvement.

Behaviours:
-- Being Accountable
-- Shaping the Future
-- Working Together
(all at more demanding level)

Skills and Knowledge:
-- Excellent interpersonal skills and ability to work effectively
across a large team
-- Strong written and spoken communication skills in English
-- Strong IT skills
-- Knowledge of tools used for customer service evaluation and compliance
-- Project management tools

Experience:
-- At least 3 years experience in a managerial role including
experience of directly managing people/teams.
-- Demonstrable strong customer services experience in any industry
(Services; Industrial or FMCG);
including managing customer service delivery and complaint handling.
-- Some experience of project management
-- Minimum of 1 year experience of quality control and/ or auditing of
systems and processes
-- Some experience of working in/managing a call centre environment

Qualification:
-- Bachelor’s Degree in Business, Management or equivalent
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