16 Customer Service Manager jobs in Kuwait

Job Description: Manage the Customer Services team, ensuring the team deliver high quality customer service to all stakeholders As a people manager provide regular performance management, feedback and coaching; ensuring all team members have clear individual development plans Advocate all Dentsply Sirona values in behaviours and communication Manage and coordinate all customer and distributor enquiries Manage the processing of quotation and orders Manage key elements of the shipping process Manage the associated administration ensuring our internal systems are maintained Track the delivery of shipments to distributors after despatch of goods, regardless of terms Prepare and enter orders and quotations promptly and efficiently using tools and resources to their best advantage. Prepare and file customer order reports as necessary. Liaise with forwarding agents in the preparation of shipping documents and despatch details, paying attention to detail and ensuring cost effectiveness Manage order request dates in line with service reporting requirements and in order to maximise inventory levels across the business. Working and regularly communicating with internal stakeholders on key matters i.e. shipping details, release instructions (Factory, Warehouse, Finance), business critical reporting Requirements: Qualifications and Experience Previous Customer Service Previous experience of managing a diverse team Experience of providing Trade Marketing support experience is advantageous Microsoft office and ERP systems (experience of Microsoft Dynamics AX and Tally is advantageous) Expert knowledge of Microsoft Excel Experience with International Trade Finance and International Distribution and Shipping Experience with Letter of Credits and associated requirement of documentation etc. Administrative experience, specifically with proven record of data entry. Experience in Customer Services within a supply chain environment is desirable Excellent standard of English is required

#J-18808-Ljbffr

Join to apply for the Support Engineering Manager role at Canonical

2 days ago Be among the first 25 applicants

Join to apply for the Support Engineering Manager role at Canonical

Get AI-powered advice on this job and more exclusive features.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting. We are looking for managers for both of our support groups; Cloud Support Group and Devices Support Group.

You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.

The role entails

• Management of a professional support team, including skills development and performance management
• Operational control, shift scheduling, accountability for key performance indicators (KPIs)
• Ensures that all customer cases are responded to within the SLA, and in a professional manner
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Accountability for customer satisfaction
• Contribution to the support knowledge base
• Continuous improvement to the team's processes and support service delivery
• Hire, develop and train support team to match business requirements
• Work with the leadership team to drive growth and transformation initiatives
  
  

What are we looking for in you

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
• Leadership experience, and preferably team management experience
• Confidence under pressure, with proven track record of high customer focus
• Preferably fluent in two languages, English being primary one
• Excellent communication skills (verbal and written)
• Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
• Proven track record of contributing to Open Source projects
• Software development experience
• Experience in working in support organizations
• Hands on experience with Canonical's products
  
  

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues
• Priority Pass, and travel upgrades for long haul company events
  
  

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Engineering and Information Technology
• Industries Software Development

Referrals increase your chances of interviewing at Canonical by 2x

Sign in to set job alerts for “Engineering Manager” roles. Software Engineering Manager - Sustaining Engineering Technical Manager - Automotive and Industrial Software Engineering Manager - Cross-platform C++ - Multipass Engineering Manager - Public Cloud, Python, Golang Engineering Manager - Build and Release Infrastructure Software Engineering Manager - Desktop and Embedded Linux Optimisation Software Platform Engineering Manager - Ubuntu for Next-Gen Silicon Software Engineering Manager, Ubuntu Gaming Salesforce Engineering Manager, Commercial Systems Engineering Manager - Security Standards and Hardening Linux Engineering Manager - Optimisation for Latest Hardware Embedded Linux Field Engineering Manager Engineering Manager for IAM (Identity and Access Management) Software Engineering Manager - Ubuntu Linux Kernel Systems Integrations Engineering Manager

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Join to apply for the

Support Engineering Manager

role at

Canonical 2 days ago Be among the first 25 applicants Join to apply for the

Support Engineering Manager

role at

Canonical Get AI-powered advice on this job and more exclusive features. Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting. We are looking for managers for both of our support groups; Cloud Support Group and Devices Support Group.

You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.

The role entails

Management of a professional support team, including skills development and performance management Operational control, shift scheduling, accountability for key performance indicators (KPIs) Ensures that all customer cases are responded to within the SLA, and in a professional manner Act as the customer escalation contact, and ensure that such escalations are addressed appropriately Accountability for customer satisfaction Contribution to the support knowledge base Continuous improvement to the team's processes and support service delivery Hire, develop and train support team to match business requirements Work with the leadership team to drive growth and transformation initiatives

What are we looking for in you

Extensive CLI experience with Linux at a technical level (Support, Development, Implementation) Leadership experience, and preferably team management experience Confidence under pressure, with proven track record of high customer focus Preferably fluent in two languages, English being primary one Excellent communication skills (verbal and written) Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies Proven track record of contributing to Open Source projects Software development experience Experience in working in support organizations Hands on experience with Canonical's products

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

Distributed work environment with twice-yearly team sprints in person Personal learning and development budget of USD 2,000 per year Annual compensation review Recognition rewards Annual holiday leave Maternity and paternity leave Employee Assistance Programme Opportunity to travel to new locations to meet colleagues Priority Pass, and travel upgrades for long haul company events

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Engineering and Information Technology Industries Software Development Referrals increase your chances of interviewing at Canonical by 2x Sign in to set job alerts for “Engineering Manager” roles.

Software Engineering Manager - Sustaining Engineering

Technical Manager - Automotive and Industrial

Software Engineering Manager - Cross-platform C++ - Multipass

Engineering Manager - Public Cloud, Python, Golang

Engineering Manager - Build and Release Infrastructure

Software Engineering Manager - Desktop and Embedded Linux Optimisation

Software Platform Engineering Manager - Ubuntu for Next-Gen Silicon

Software Engineering Manager, Ubuntu Gaming

Salesforce Engineering Manager, Commercial Systems

Engineering Manager - Security Standards and Hardening

Linux Engineering Manager - Optimisation for Latest Hardware

Embedded Linux Field Engineering Manager

Engineering Manager for IAM (Identity and Access Management)

Software Engineering Manager - Ubuntu Linux Kernel

Systems Integrations Engineering Manager

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Overview

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world. We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers. In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications. Ooredoo's future is bright, and you can be part of our ongoing success.

The Role

To manage the support of various Customer care operational infrastructure and be responsible for KPI reporting and analysis of all Customer Care KPI’s and metrics. The role is responsible to ensure customer care infrastructure platforms like PABX, IVR, ACD and other OSS platforms and applications are highly available and tailored to suite business and operational needs. Leading continuous Improvement initiatives in customer care. Lead, plan, design & implement new customer centric processes within Customer care and measure the effectiveness of new and existing processes to optimize costs without impacting the quality of customer service. Also, to be responsible for ensuring premium quality of customer interactions handled by care executives across customer care.

Key Accountabilities and Activities

Conduct ongoing and regular review and refinement of existing processes and procedures within the customer care to ensure superior customer service.

Review the customer care MIS reports and determine conclusions and recommendations for cause and effect relating to improvement of KPIs and customer service.

Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis.

Compile and analyze information on other contact centers/customer care with the objective of benchmarking products and services.

Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, acceptance testing and training).

Plan, conduct, and manage Customer Care KPI targets on a monthly basis and on recognition programs, as required.

Communicate with users, conduct acceptance testing, requirements gathering and prioritization.

Produce functional requirements specifications, including acceptance criteria.

Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.

Review the performance of new ventures and provide feedback on their performance as compared to local and regional party operations.

Ad hoc projects as requested.

Oversee the Maintenance of already existing documented business process and act as a repository for all of the division’s business processes

Assist business process owners in identifying new processes and documenting them.

Work with Business process owners to enhance, optimize, re-engineer and monitor business processes when required.

Design and implement various operational KPI performance dashboards for a variety of audience and stakeholders across the business unit.

Drives Continuous Improvement to quantitatively and qualitatively reduce costs, improve quality, and service.

Manage and take a lead role in promoting and improving quality processes, expectations, and results

Responsible for discrete categories of Process Effectiveness tracking including tracking down-time results, improving data integrity and developing improvement plans based on the data.

Establishes and manages process implementation for “right first time” performance and incorporates this philosophy in the continuous improvement lifecycle.

Identify root cause for problems and assist problem management teams in error prevention or error correction actions

Conduct ongoing and regular review and refinement of existing processes and procedures within Customer Care to ensure superior customer service.

Review Customer Care reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs and customer service.

Process and activity performance Monitoring

Use DMAIC problem solving methodology, Value Stream Management planning to drive various CIP projects

Coordinate and facilitate Kaizen events for the continuous improvement of various operational processes.

Responsible for managing the first line support for all Customer Care operating systems, including but not limited to, Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Workforce Management System (WMS), IVR (Interactive Voice Response) and any other in-house developed applications which are used in Customer Care in terms of configuration and set up.

Ensure that the System Support team is performing to accepted levels in terms of quality of support and timeliness of response and production of reports.

Create work breakdown structures for the System Support team and ensure that the team is performing their activities/tasks in accordance.

Ensure that all support processes and procedures are clearly documented.

Ensure all in-house developed applications are properly tested before deployment.

Ensure all system related technical documentation for Customer Care operational systems are up-to date.

Recommend the best possible system/application architecture for future systems/applications in Customer Care that would satisfy the business needs.

Accountable for the review, tracking, testing and implementation of all system related change requests where applicable, from the various customer care functional areas.

Oversee the review, tracking, testing and deployment of all operational reports and related change requests where applicable, from the various Customer Care areas.

Actively participate and assign support resources for various customer care related projects.

Ensure that unresolved technical issues are escalated to IT/Technology for second line support and tracking /follow up is done periodically to get the issues resolved.

Research, identify and define the business drivers that require a project to be instigated including completion of any PMO documentation.

Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.

Prepare RFP documentation for any external vendors required to assist in a project

Assess RFP responses and presentations in order to identify a preferred supplier

Monitor and report on pre-project activities and provide relevant management information.

Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project.

Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan.

Conduct project presentations and run update meetings capturing issues, progress and additional tasks.

Proactively liaise with project sponsors and stake holders in order to obtain permission for an activity or a decision on a task that allows the project to proceed.

Communicate and manage with any third parties that have a specific involvement with a project.

Produce post-project analysis against agreed critical success factors and provide appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation.

Manage Scheduling activities in conjunction with the head of QC and scheduling.

Ideation and formulation of efficient shift strategy that is in-line with the manpower plan.

Manage the development of monthly forecast strategy with line managers and direct reports.

Manage the development of “What If Scenarios” to handle interaction volume spikes.

Formulate Manpower plan and budgets that are of tactical and strategic in nature

Conduct periodic reviews with key stakeholders and top management on ways to improve the work force management process, taking into consideration trends in shrinkage, adherence, forecast accuracy etc.

Drive various manpower cost optimization strategies from a WFM perspective.

Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description. Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities. Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.

Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.

Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

Other duties as directed by Director or other superiors.

Qualifications

Bachelor's degree in business or statistics or a related discipline from a recognized tertiary institution.

Other Information

5-6 years’ experience required.

3 + years coaching and supervisory experience.

Effective interpersonal skills, ability to operate at all levels of the organization.

Exposure to a project driven environment.

Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

Fluent verbal and written communication in both Arabic and English.

Management and organisational skills.

Creative thinking and ability to work effectively under pressure and tight time-lines. Six Sigma Green Belt Certification or a Kaizen certification would be an added advantage

Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.

Project tracking/ management is a prerequisite.

3+ years’ Experience in Business process mapping and Business process re-engineering using any process mapping tools preferably UML based.

Interaction Quality Management Platforms

Experience in Administering Quality Monitoring platforms like Avaya ACR/QM, Verint QM etc.

Note

Note: you will be required to attach the following:

#J-18808-Ljbffr

Overview Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world. We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers. In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications. Ooredoo's future is bright, and you can be part of our ongoing success.

The Role To manage the support of various Customer care operational infrastructure and be responsible for KPI reporting and analysis of all Customer Care KPI’s and metrics. The role is responsible to ensure customer care infrastructure platforms like PABX, IVR, ACD and other OSS platforms and applications are highly available and tailored to suite business and operational needs. Leading continuous Improvement initiatives in customer care. Lead, plan, design & implement new customer centric processes within Customer care and measure the effectiveness of new and existing processes to optimize costs without impacting the quality of customer service. Also, to be responsible for ensuring premium quality of customer interactions handled by care executives across customer care.

Key Accountabilities and Activities Conduct ongoing and regular review and refinement of existing processes and procedures within the customer care to ensure superior customer service.

Review the customer care MIS reports and determine conclusions and recommendations for cause and effect relating to improvement of KPIs and customer service.

Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis.

Compile and analyze information on other contact centers/customer care with the objective of benchmarking products and services.

Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, acceptance testing and training).

Plan, conduct, and manage Customer Care KPI targets on a monthly basis and on recognition programs, as required.

Communicate with users, conduct acceptance testing, requirements gathering and prioritization.

Produce functional requirements specifications, including acceptance criteria.

Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.

Review the performance of new ventures and provide feedback on their performance as compared to local and regional party operations.

Ad hoc projects as requested.

Oversee the Maintenance of already existing documented business process and act as a repository for all of the division’s business processes

Assist business process owners in identifying new processes and documenting them.

Work with Business process owners to enhance, optimize, re-engineer and monitor business processes when required.

Design and implement various operational KPI performance dashboards for a variety of audience and stakeholders across the business unit.

Drives Continuous Improvement to quantitatively and qualitatively reduce costs, improve quality, and service.

Manage and take a lead role in promoting and improving quality processes, expectations, and results

Responsible for discrete categories of Process Effectiveness tracking including tracking down-time results, improving data integrity and developing improvement plans based on the data.

Establishes and manages process implementation for “right first time” performance and incorporates this philosophy in the continuous improvement lifecycle.

Identify root cause for problems and assist problem management teams in error prevention or error correction actions

Conduct ongoing and regular review and refinement of existing processes and procedures within Customer Care to ensure superior customer service.

Review Customer Care reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs and customer service.

Process and activity performance Monitoring

Use DMAIC problem solving methodology, Value Stream Management planning to drive various CIP projects

Coordinate and facilitate Kaizen events for the continuous improvement of various operational processes.

Responsible for managing the first line support for all Customer Care operating systems, including but not limited to, Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Workforce Management System (WMS), IVR (Interactive Voice Response) and any other in-house developed applications which are used in Customer Care in terms of configuration and set up.

Ensure that the System Support team is performing to accepted levels in terms of quality of support and timeliness of response and production of reports.

Create work breakdown structures for the System Support team and ensure that the team is performing their activities/tasks in accordance.

Ensure that all support processes and procedures are clearly documented.

Ensure all in-house developed applications are properly tested before deployment.

Ensure all system related technical documentation for Customer Care operational systems are up-to date.

Recommend the best possible system/application architecture for future systems/applications in Customer Care that would satisfy the business needs.

Accountable for the review, tracking, testing and implementation of all system related change requests where applicable, from the various customer care functional areas.

Oversee the review, tracking, testing and deployment of all operational reports and related change requests where applicable, from the various Customer Care areas.

Actively participate and assign support resources for various customer care related projects.

Ensure that unresolved technical issues are escalated to IT/Technology for second line support and tracking /follow up is done periodically to get the issues resolved.

Research, identify and define the business drivers that require a project to be instigated including completion of any PMO documentation.

Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.

Prepare RFP documentation for any external vendors required to assist in a project

Assess RFP responses and presentations in order to identify a preferred supplier

Monitor and report on pre-project activities and provide relevant management information.

Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project.

Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan.

Conduct project presentations and run update meetings capturing issues, progress and additional tasks.

Proactively liaise with project sponsors and stake holders in order to obtain permission for an activity or a decision on a task that allows the project to proceed.

Communicate and manage with any third parties that have a specific involvement with a project.

Produce post-project analysis against agreed critical success factors and provide appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation.

Manage Scheduling activities in conjunction with the head of QC and scheduling.

Ideation and formulation of efficient shift strategy that is in-line with the manpower plan.

Manage the development of monthly forecast strategy with line managers and direct reports.

Manage the development of “What If Scenarios” to handle interaction volume spikes.

Formulate Manpower plan and budgets that are of tactical and strategic in nature

Conduct periodic reviews with key stakeholders and top management on ways to improve the work force management process, taking into consideration trends in shrinkage, adherence, forecast accuracy etc.

Drive various manpower cost optimization strategies from a WFM perspective.

Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description. Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities. Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.

Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.

Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

Other duties as directed by Director or other superiors.

Qualifications Bachelor's degree in business or statistics or a related discipline from a recognized tertiary institution.

Other Information 5-6 years’ experience required.

3 + years coaching and supervisory experience.

Effective interpersonal skills, ability to operate at all levels of the organization.

Exposure to a project driven environment.

Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

Fluent verbal and written communication in both Arabic and English.

Management and organisational skills.

Creative thinking and ability to work effectively under pressure and tight time-lines. Six Sigma Green Belt Certification or a Kaizen certification would be an added advantage

Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.

Project tracking/ management is a prerequisite.

3+ years’ Experience in Business process mapping and Business process re-engineering using any process mapping tools preferably UML based.

Interaction Quality Management Platforms

Experience in Administering Quality Monitoring platforms like Avaya ACR/QM, Verint QM etc.

Note Note: you will be required to attach the following:

#J-18808-Ljbffr

**Responsibilities**:

- 1. Business and profit planning as well as representation of Service and Logistics -Define a vision and derive strategic and operative objectives. -Develop appropriate performance indicators for Service and Logistics derived from the corporate strategy in coordination with Management as well as neighboring departments. -Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput). -Monitor and manage Service and Logistics by means of consistent observation and analysis of key figures. -Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary. -Ensure that vehicle hand-over is done according to distributor standards. 2. Service & Parts market development -Ensure systematic service and parts market development within Service and Logistics. -Creation of marketing plans for Service and Logistics. -Develop marketing measures for customer loyalty and acquisition. -Implement available marketing measures for sales support. -Sustain the effectiveness of marketing measures and communicate to the entire executive management team. 3. Control of Service and Logistics processes and quality assurance -Develop, communicate and monitor quality targets and process standards given the manufacturer’s specifications. -Ensure consistent quality of work, processes, repairs, and advisory service. -Plan and optimize work processes as well as their interfaces, with the aim of the best possible customer support. -Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI). -Ensure consistent customer relations management (CRM) across divisions and sales stages. 4. Complaint management -Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.**Job Requirements**:
**Educational Qualifications**:

- Education Degree- : Bachelor- Major- : Business Administration / Engineering.**Experience**:

- Years of Experience
- : 5 - 7 Years
- Field of Experience- : Automotive Aftersales

**Skills**:

Problem Solving & Result Orientation -Customer Orientation -Team Work & People Management -Communication & Interpersonal Effectiveness -Process Excel & Quality Focus -Strategy and planning -Leadership and Managing Change -Decision Making & Risk Management**Other Requirements**:

- Gender- : Male- Age- : 30 - 40 Years- Preferred Language- : Arabic- Duty Shift / Timings- : One Shift / 8:00 am - 5:00 pm**Salary & Benefits**:

- Salary- : Attractive Salary- Other Benefits- : Company Car HRA**Job Remarks**:

- Job Country- : Kuwait- Nationality- : Any- Career Level- : Management

IMEA (India, Middle East, Africa)

Kuwait

LE_0165-Grome Marketing (Cyprus) Ltd.

Employee Assignment

Not remote

Full Time

15 July 2025

Responsible for operational performance of LIXIL-Grohe service providers & overall service excellence in Kuwait. He/She will be involved in daily issues resolution assignment & tracking on end-to-end conditions, providing technical support to all customer groups, focusing on a project channel, spare parts stock in/out and forecasting, mitigation of business-critical service incidents & customer satisfaction. In this role, he/she will also be responsible for brand reputation retention, warranty reporting, contracts & invoicing, hands on & service visits to VIP customers & project sites.

Primary Responsibilities

• Daily operational & field service management incl. field Service & Back-office team management (tasks assignment, KPIs, targets creation & assignment)
• Spare parts stock keeping, tracking of items & reflecting in the SAP
• Service partners performance monitoring & reporting
• Case routing, escalation, assignment, tracking
• Service visits to VIP customers & projects sites
• Invoicing of spare parts & services
• Technical Support Expertise on GROHE product portfolio
• Implement principles of rational expense & service (remote support, spare parts & components first vs. complete products replacements and external technicians visits)
• Support the service initiatives & roll-out of spare parts sales & distribution Execute other tasks assigned by Leader, Service Gulf & Levant
  
  

Qualifications

• Bachelor degree in IT and/or Engineering field
• Engineering background
• 3-5 years of experience in technical service
• Technical & analytical mindset
• Can do attitude, problem solver, result oriented, ability to act independently
• Willingness to study, strive for perfection & help people
• Ability to operate PC on a level of experienced user, read electrical schemes & explode drawings
• Preferably experienced in CRM, FSM, WMS & SAP
• Plumbing expertise preferred, but not mandatory
• Service background in automotive, heating and or AC fields
• Customer & human centric, ability to work with objections & efficiently communicate with customers and express ideas & solutions
• Being punctual and attention to details

#J-18808-Ljbffr

IMEA (India, Middle East, Africa)

Kuwait

LE_0165-Grome Marketing (Cyprus) Ltd.

Employee Assignment

Not remote

Full Time

15 July 2025

Responsible for operational performance of LIXIL-Grohe service providers & overall service excellence in Kuwait. He/She will be involved in daily issues resolution assignment & tracking on end-to-end conditions, providing technical support to all customer groups, focusing on a project channel, spare parts stock in/out and forecasting, mitigation of business-critical service incidents & customer satisfaction. In this role, he/she will also be responsible for brand reputation retention, warranty reporting, contracts & invoicing, hands on & service visits to VIP customers & project sites.

Primary Responsibilities

Daily operational & field service management incl. field Service & Back-office team management (tasks assignment, KPIs, targets creation & assignment) Spare parts stock keeping, tracking of items & reflecting in the SAP Service partners performance monitoring & reporting Case routing, escalation, assignment, tracking Service visits to VIP customers & projects sites Invoicing of spare parts & services Technical Support Expertise on GROHE product portfolio Implement principles of rational expense & service (remote support, spare parts & components first vs. complete products replacements and external technicians visits) Support the service initiatives & roll-out of spare parts sales & distribution Execute other tasks assigned by Leader, Service Gulf & Levant

Qualifications

Bachelor degree in IT and/or Engineering field Engineering background 3-5 years of experience in technical service Technical & analytical mindset Can do attitude, problem solver, result oriented, ability to act independently Willingness to study, strive for perfection & help people Ability to operate PC on a level of experienced user, read electrical schemes & explode drawings Preferably experienced in CRM, FSM, WMS & SAP Plumbing expertise preferred, but not mandatory Service background in automotive, heating and or AC fields Customer & human centric, ability to work with objections & efficiently communicate with customers and express ideas & solutions Being punctual and attention to details

#J-18808-Ljbffr

**Job no**: MRF11385

**Location**: Kuwait

Kuwait Head Office

**IT**

**Role Profile**:Drive effective IT services life-cycle leadership - Design, Development, Operations & Service Management - to help business achieve goals. Accountable for delivery and continuous improvement of IT services to meet division’s needs incorporating well-defined best practices. Sound understanding of business processes & IT systems, defines and tracks service levels in partnership with business

**Key responsibilities**:

- To design, offer and continually improve a comprehensive service portfolio for Omnichannel Retail in discussion and agreement with the business leaders.
- Implement systems, procedures, and methodologies to achieve service quality service level targets
- To work with diverse IT teams across Operations, Solutions, Demand, Projects, Testing functions and external vendors to ensure service levels, changes, defects & enhancements keep pace with business
- To manage relationships with divisional heads & senior business stakeholders effectively, contributing to delivering quality service to customers.
- To lead design decisions leveraging strong domain knowledge, incorporating business goals and priorities
- To facilitate digital transformation initiatives & change management of products and services
- To manage escalations from business, accountability of all defect fixes as well as prioritization and delivery of the pipeline of change requests.
- To champion continuous improvement initiatives for the division to augment value delivered by IT solutions

**The below Key Performance Areas include but are not limited to**:

- Internally within IT, establish and maintain strong working relationships with Senior Sponsors, Department Heads, and Process Owners.
- Externally outside of IT, establish and maintain strong working relationship with senior business stakeholders.
- Externally build strong relationships with suppliers and help enhance their capabilities via effective governance
- Digital transformation and Omnichannel skills - critical thinking, Service Oriented Architecture, Cloud based and hybrid service delivery models.
- Design, map out, get buy-in for, and maintain the most appropriate Service Level Management (SLM) structure for the organization.
- Establish a service review & governance process; planning, organizing and facilitating recurring meetings.
- Negotiate, get buy-in for, design, and maintain Service Level Agreements (SLAs) with internal customers.
- Negotiate, get buy-in for, design and maintain Operational Level Agreements (OLAs) with other IT teams.
- Work with Change managers to understand the Service level Management (SLM) requirements for proposed new services and changes.
- Measure, analyze, review and report performance results against the criteria established in SLAs and OLAs.
- Conduct annual or more frequent assessment and reviews of the entire SLM process; Negotiate, get buy-in for and control necessary amendments.
- Owner of the standard Service Level Management process documentation.

**Job Requirements**:

- Bachelor’s degree in Computer Science or related field.
- ITIL Certification preferred.
- 8-10 years of experience in information systems operations environment, systems analysis or development.

**Skills**:

- Knowledge of software development lifecycle.
- Demonstrated ability to lead cross-functional work teams toward task completion, ideally across multiple geographies.
- Demonstrated effective leadership and analytical skills.
- Advanced written & verbal communication skills and presentation skills required.
- Possess customer service skills.
- Have the ability to use, understand and interpret best practices policies and procedures to ensure adherence.
- Successful delivery against commitments and deadlines

**About Us**:
Alshaya Group is a dynamic family-owned enterprise which was first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering customers an unparalleled choice of well-loved international brands, including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Vavavoom, Pottery Barn and KidZania.

Alshaya Group’s portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.

Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to delivering great customer service and brand experiences.

Fresh, modern, and relevant, Alshaya’s constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, to local coffee shops, drive-