As a service delivery executive, you will carry out the assigned tasks and responsibilities in the school. You will also provide additional support to the operations department whenever required.
Customer:
1. Coordinate with school administration staff and STS inter departments for successful and effective functioning of all activities, which ensures excellent customer service.
2. Interact with parents; promptly addressing their issues and concerns; and collect valuable feedback on the operation and performance of the transport system.
3. Manage and navigate through various audits, inspections conducted by local internal and external bodies.
4. Understand policies, management plans and procedures for all service offerings.
5. Liaise with staff and external clients at all levels in matters relating to payroll.
6. Administer the day-to-day technical/administrative elements to ensure they meet all regulatory, business, strategic plans, and Key Performance Indicators (KPI).
7. Generate new business opportunities through interaction with parents / clients for various services including private hire.
8. Prepare weekly/monthly reports and attend monthly team meetings.
9. Maximize the bus ridership and capacity utilisation.
10. Responsible for documenting the targets set; follow up, periodical review and feedback to the Service Delivery Manager.
11. Ensure that customer complaints & feedbacks are handled efficiently and satisfactorily in accordance with STS and group policies.
Operations:
1. To overlook the daily operations of the fleet, including the buses, drivers and bus guardians that are deployed in the respective Business Unit.
2. Responsible for updating the master data in the ERP (Phoenix) & other data management system and coordinate with the relevant departments.
3. Reconciliation of Bus list, charge list and attendance register through Phoenix on the 1st of every month.
4. Recommend and administer improvement programs.
5. Responsible for managing customer complaints & feedbacks in the school. Issues to be escalated to Service Delivery Managers, if necessary.
6. Monitoring of procedures and policies to recommend improvements.
7. Perform and carry out duties and respond to requests for assistance from other departments of the STS group.
8. Observe and operate within the business to ensure that Quality, Health, Safety & Environment (QHSE) standards are maintained.
9. Ensure that a good QHSE and security culture is promoted within all departments and among peers, employees, visitors, subcontractors, and customers.
People:
1. Ensure positive communication and engagement with all employees and staff.
2. Assist, support and provide feedback to line managers, supervisors and team leaders ensuring the implementation of changes necessary to meet evolving business target and processes.
3. Being a team player, participate in the development of the business.
Financial:
1. Contribute towards the preparation of departmental budgets.
2. Meet agreed budget commitments and business planning outcomes.
3. Responsible for updating the data in Phoenix modules (Transport, Fee & Student Management), and coordinate with the finance department on a timely basis to ensure completion of the below processes:
Accounts Functions:
1. Invoices & reminders for outstanding fees.
2. Fee collection.
3. Submit daily fee collection reports to the Finance team.
4. Fees reconciliation, Fee charging/charge verification [1 way/2 way].
5. PDCs & reconciliation.
6. Manual receipt collection.
7. Concessions, Adjustments & Refunds.
8. Bad Debts Provision/s.
9. Custody of credit card machine, receipt books & company assets.
Essential Skills and Qualifications:
1. Bachelor’s Degree or equivalent.
2. Proficient in English; (verbal and written).
3. Effective communicator (written and spoken).
4. Be fully versed in all the rules and regulations of the regulatory authorities and other relevant governing bodies (RTA, KHDA, MOE).
5. Advanced user of Microsoft Office.
6. Ability to work well in a team environment.
7. Time management skills - Ability to multi-task and handle peaks in workload.
Essential Experiences:
1. A minimum of two years in a customer service focused role.
2. Demonstrate a high level of interpersonal skills and proven ability to effectively communicate (in both oral and in written form) with all levels of management, employees, customers, and other stakeholders.
3. Demonstrated commitment to the processes of continuous improvement and quality customer service.
4. Arabic speaking & writing.
5. Confident and well presented.
6. Customer service background.
7. Preferably someone who has a previous role dealing with Arabic individuals.
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