CaaS Operational Manager

Responsibilities

• Finding and onboarding CAAS partners
• Account management of active CaaS partners
• Manage the CX to ensure best customer satisfaction and partner control
• Onboard and Support partner sales team
• Plan and coordinate operational sales activities with partners and officers.
• Build a healthy portfolio of customers.
• Achieve targets on registrations, repossessions, collections, registrations, and payment.
• Achieve business partner sales growth and satisfaction.
• Develop SOPs and ensure compliancy with them
• Manage closely the CaaS Service Partners with daily monitoring ensuring targets are achieved.
• Develop relationships with new partners on the ground.
• Maintain good relationships with existing partners
• Prospect and find service partners
• Develop and deploy new strategies to increase sales opportunities
• Manage the customer experience team to ensure timely registration, proper screening of customers and timely after sales service.
• Monitor and maintain client satisfaction
• Directly work with logistic officer to ensure goods are properly tracked and also available at all time for installations
• Indirectly work with the technical officer to ensure proper after sales service and accurate reverse logistics
• Lead the payment aiming to achieve 95% payment target.
• Document, maintain and improve Standard Operating Procedures.
• Support on reporting and dashboard establishment
• Lead cross departmental collaboration and communicate status of project to all levels of organization

Skills, Competencies and Experience

• Minimum of 5 years work experience in a manager position
• Preferable some experience managing a call centre
• Experience in tracking and managing budgets
• Have been exposed to work in a small start-up environment
• Experience in multi-cultural environment
• Experience in business development working with external stakeholders

Key Professional / Educational Skills:

• Bachelor or Master degree in Business preferred
• Project Management
• Competencies:
• At ease with all Microsoft office tools especially Excel for reporting
• Good organizational skills
• Good communication skills
• Good at creating strong relationships with external and internal stakeholders.