Key Responsibilities: To coordinate service delivery, quality assurance checks and customer care activities; To work with the sales manager, consultants to identify market potential for new business, gather market intelligence and coordinate the service team to complement efforts of the sales team and sales campaigns; To ensure the Pest Control portfolio is accurately managed and to work on potential terminations to improve client retention; Drive the debt collection effort through involvement of service staff; Enhanced liaison with customers, manage the price increase process; Review and approve travel expenditure of service staff alongside other applicable allowances; Train and motivate staff in the Pest Control department and regular performance management and technical assessments; Take charge of material/chemicals usage for the department to ensure there is no misuse, including undertaking on-site snap checks on requisition and effective usage of the materials; Prepare weekly & monthly reports to management; Ensure proper use of division vehicles/fleet and all other assets of the division; Handle recruitment & Admin matters relating to the department in conjunction with HR; Effective supervision and management of Pest Control department colleagues; Review Customer Voice Counts (CVC) results with Pest Control team and develop workable action plans to address all issues raised by customers; Review, and evaluate the work of the service staff in relation to customer service requirements and service levels with the aim of advising Management of areas that need improvement, and initiating actions to improve the same; Effective and timely service planning and scheduling; Strict adherence with SHE policy, ensure extra care is taken and adequate precautions are complied with including proper use of PPE by all; Full action on site Risk Assessment reports by sales team and SHE Coordinator; Effective resource allocation and budgeting for the department; Review of department’s trading and business performance vis-à-vis anticipated growth plans; Perform ad hoc Management & project tasks within the East Africa region as assigned by the Branch Manager, Managing Director. Key requirements: Proven 5 years and above experience in shared services management or a similar leadership role; Strong understanding of shared service center operations and best practices; Excellent leadership, communication, and interpersonal skills; Proficiency in process optimization, automation, and technology utilization; Knowledge of compliance and regulatory requirements; Excellent communication and interpersonal skills; Analytical and problem-solving skills; Strong project management skills; Degree in Business Management and/or any other related course.
