Service Manager

The job holder will manage and deliver high-quality, responsive, and proactive services to meet the needs of all company stakeholders.

Key Accountabilities

• Lead and manage the end-to-end provision of services by various service providers, suppliers, vendors, etc. for corporate services, meetings, workshops, and sales launches within corporate offices, Customer Care centres, and sales boutiques, including internal and external customers.
• Review the quality of supplies and amenities provided by the service providers to ensure exceptional quality and customer service for internal customers (employees) and external customers (visitors, investors, VIPs, etc.).
• Oversee roster management, attendance and quality of services provided by internal service staff, receptionists, and office and pantry assistants within designated service sites and locations to ensure efficiency.
• Monitor service performance metrics, service-related KPIs, and service-related feedback to identify areas for improvement and take corrective actions when needed.
• Guide the team and provide coaching to enhance their service skills on customer interaction techniques, grooming, and organization to foster a positive and high-performing work environment.
• Regularly assess the efficiency and effectiveness of service processes and recommend optimizations to drive operational excellence.
• Collaborate with department heads and team leaders to understand their service needs and challenges, and implement effective solutions to enhance customer satisfaction and ensure services are carried out optimally.

Key Performance Indicators

• Service ratings and KPIs.
• Event calendar carried out in accordance with plans, timelines, and budgets.
• Enhancements to service levels and measurement of KPIs.
• Research and propose innovative new event concepts and seek new partnerships.
• Actively contribute to operation planning and project management in each stage of the preparation (meeting with suppliers, site visits, on-ground event management).
• Client Satisfaction

Minimum Qualifications

Bachelor's degree in Hospitality and Service/ Marketing/Recreation; Master's degree preferred.

Event Service Professional Certification (ESPC) - preferred.

Minimum 4-6 years experience in Hospitality/Service/Event management.