Requisition ID:14732
Job Country: Saudi Arabia (SA)
Job City: Riyadh
Group overview:
Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design & development centers and a host of facilities in the Middle East and other countries.
alfanar is involved in:
- Electrical, Electromechanical and Civil Engineering Construction
- Manufacturing and Marketing Electrical Construction Products
- Allied Engineering Services
Our Main Divisions:
- alfanar electric
- alfanar Construction
- alfanar Building Systems
alfanar electric
alfanar electric is the industrial arm of alfanar, manufacturing a variety of low, medium and high voltage electrical construction products.
alfanar electric operates industries in:
- Riyadh and Jubail, Saudi Arabia
- Dubai, UAE
- London, UK
alfanar has a development and engineering center in Chennai, India.
Industrial Complex, Riyadh
The center of alfanar’s industrial activities is alfanar Industrial Complex situated in the Third Industrial Zone on Al-Kharj Road, Riyadh.
Spread across 700,000 square meters, the Complex houses alfanar’s facilities.
The Complex has a comprehensive infrastructure including a data and communication center as well as a commercial zone.
Job Purpose
Manage and improves customer service operations, ensuring satisfaction through efficient processes, quality control, and proactive complaint resolution. Lead development proposal implementation, analyzes performance metrics, maintains data integrity, and promotes communication and collaboration across departments.
Key Accountability Areas
Process and Protocol Management:
- Oversee the updating of all CSD processes, procedures, and protocols.
- Ensure strict adherence to standards for processes, procedures, and protocols.
Quality Control and Analysis:
- Implement corrective and preventive actions as needed.
- Head the Customer Service segment of the monthly QC Committee.
- Take responsibility for all customer service-related reports and their analysis.
- Monitor competitive team KPIs and conduct periodic reviews.
- Conduct regular reviews of departmental work to identify strengths, weaknesses, opportunities, and threats.
Development Proposal Management:
- Supervise all development proposals aimed at enhancing team performance and quality.
Customer Satisfaction and Complaint Handling:
- Follow up on all types of complaints to guarantee customers’ satisfaction.
- Explore and implement appropriate solutions for dissatisfied customers to ensure their contentment.
Data Management:
- Ensure data integrity and rectify any discrepancies by coordinating with the SBS and SAP team.
Communication and Collaboration:
- Conduct regular meetings with other units to ensure the smooth flow of all related processes.
- Verify the operational status of all systems (Cisco/C4C/SAP/Email) to guarantee they are up and running.
Role Accountability
HR Proficiency:
- Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
- Ability to recognize low performers and guide them to improve or release them.
- Ability to treat subordinates equally without any discrimination.
- Assessment criteria of subordinates is performance that leads to planned results.
- Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.
Responsibility:
- Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
- Able to anticipate problems and make the necessary proactive steps to prevent them
- Ability to take necessary and proper timely decisions.
Delivery:
- Deliver the required results in timely manner with required quality and cost.
- Making a Tangible Difference:
- Must make a tangible difference to his area of operation. and exceed business expectations.
Business Planning and Performance:
- Able to transform the corporate goals into business plans.
- Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
- Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.
- Provide periodic work progress reports.
- Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.
Organizational Development:
- Develop the organizational structure according to the current requirements taking into consideration future and development plans.
- Ensure availability of job descriptions for all job roles and deployment.
Business Process Improvements:
- Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
- Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
- Promote the automated systems and using them fully, to spread its culture.
Quality:
- Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.
Adaptation:
- Adapt to new and alternative techniques, technologies, management structures, and business models.
Health, Safety and Environment:
- Ensure a safe, secure, and legal work environment as per the standard regulations.
Academic Qualification
Bachelor Degree in Electrical Engineering or Mechanical Engineering
Work Experience
6 to 10 Years
Technical / Functional Competencies
Customer Data Management
Customer Relationship Management
Customer Satisfaction Measurement
Customer Service Orientation
Customer Service Programs
