Develop and implement service quality standards, protocols, and procedures to uphold the company's reputation for excellence in PHS service.
Conduct regular quality assessments and audits to evaluate BP & SP performance, service efficiency, and adherence to service protocols.
Identify areas for improvement in service delivery processes and implement corrective actions to enhance overall service quality and efficiency.
Provide ongoing training and coaching to Business Partners and Service Providers to ensure they have the necessary skills, knowledge, and tools to deliver high-quality service consistently.
Collaborate with the operations team to streamline service workflows, optimize resource allocation, and improve service turnaround times.
Monitor customer feedback and satisfaction metrics to identify trends, address customer concerns, and continuously improve the overall service experience.
Stay updated on industry best practices, emerging technologies, and customer preferences to innovate and enhance service offerings.
Support in 1P SP recruitment process
What You Will Need
Strong leadership and communication skills to lead and inspire a team of cleaners towards service excellence.
Proven experience in service quality management, preferably in the related industry
Deep understanding of cleaning service procedures to assess and ensure technical competency
Analytical mindset and attention to detail to identify service quality gaps, analyze root causes, and implement effective solutions.
Customer-centric approach with a commitment to delivering exceptional service experiences
Ability to thrive in a dynamic, fast-paced environment and drive continuous improvement initiatives to elevate service quality standards.
