Service (SVC) Assistant Manager

1.   Service Operations Management

• Assist the Service Manager in managing daily operational activities.
• Ensure service delivery meets customer requirements and Service Level Agreements (SLAs).
• Monitor operational performance and service quality standards.
• Coordinate manpower deployment, scheduling, and resource allocation.
• Support the implementation of operational policies and procedures.

2.   Client Relationship Management

• Maintain good working relationships with clients and stakeholders.
• Respond to client inquiries, service requests, and operational issues promptly.
• Assist in resolving customer complaints and service escalations.
• Participate in customer meetings and performance review discussions.

3.   Team Leadership & Development

• Supervise service supervisors, team leaders, and frontline employees.
• Monitor employee attendance, discipline, and job performance.
• Provide coaching, training, and guidance to team members.
• Support employee engagement and retention initiatives.

4.   Performance & Reporting

• Monitor key operational KPIs and service performance metrics.
• Prepare daily, weekly, and monthly operational reports.
• Analyze performance trends and recommend improvements.
• Ensure accurate documentation and operational records are maintained.

5.   Ability, Safety & Compliance

• Ensure compliance with company policies, client requirements, and regulatory standards.
• Conduct operational inspections and service audits.
• Support implementation of corrective and preventive actions.

Skills & Competencies

• Leadership and supervisory skills
• Customer service orientation
• Problem-solving and analytical thinking
• Communication and interpersonal skills
• Planning and coordination abilities
• Report preparation and data analysis
• Conflict resolution skills
• Time management and multitasking
• Microsoft Office (Excel, Word, PowerPoint)