Service Head of Department

Position Summary The Head of Service Team is responsible for leading, developing, and managing the service department to ensure exceptional customer experience, efficient operations, and continuous improvement. This role oversees service delivery, team performance, customer satisfaction, and collaboration with other departments to achieve organizational goals. Key Responsibilities 1. Leadership & Team Management • Lead, mentor, and manage service team members to meet performance and quality standards. • Conduct regular performance evaluations, coaching sessions, and team meetings. • Recruit, train, and develop staff to maintain a high-performing service team. • Promote a collaborative environment focused on delivering exceptional customer experiences. • Organize workshops and training to upskill the team. 2. Service Operations • Oversee daily service operations to ensure timely and effective customer support. • Implement and optimize service processes, workflows, and standards operating procedures (SOPs) for service quality. • Monitor service metrics such as response times, resolution rates, and customer satisfaction. • Ensure compliance with company policies and industry standards. • Ensure efficient delivery of services with high customer satisfaction. • Resolve escalated customer issues promptly and professionally. • Monitor service KPIs (e.g., response time, resolution time). 3. Customer Experience & Relationship Management • Build strong relationships with key customers and stakeholders to encourage repeat business. • Address escalated issues and ensure high levels of customer satisfaction. • Analyze customer feedback and develop strategies to improve service quality. • Oversee CRM system usage for tracking interactions and follow-ups. 4. Strategy & Continuous Improvement • Develop service strategies that align with company vision and objectives. • Introduce improvements, new technologies, and best practices for service excellence. • Create and monitor KPIs to measure team performance and operational success. 5. Cross-Department Collaboration • Partner with sales, product, operations, and other internal teams to improve service delivery. • Support product development by communicating customer insights and service data. • Provide input for new product/service development based on customer needs. 6. Financial & Resource Management • Manage department budgets, resource allocation, and staffing plans. • Forecast service needs and recommend investments in tools, systems, or personnel. • Ensure cost-effective service operations while maintaining high quality. • Optimize use of resources to maximize efficiency and profitability. • Track expenses and ensure operations stay within budget. Required Qualifications • Bachelor’s degree in business, operations, management, or a related field. • 10–15 years of experience in service management or customer operations. • Proven leadership experience managing teams in a service-focused environment. • Strong analytical, problem-solving, and decision-making skills. • Excellent communication and interpersonal abilities. • Experience with CRM, service platforms. Preferred Qualifications • Industry-specific experience (e.g., industrial refrigeration, cold storage). • Ability to manage change and implement process improvements. Key Competencies • Customer-focused mindset • Strategic thinking • Leadership and people development • Operational excellence • Conflict resolution • Data-driven decision making Location • Gurgaon, Haryana