About Company

ASYAD Express uses a strong local network to ensure efficient and timely door-to-door delivery of documents and parcels to every corner of Oman.We are part of the ASYAD Group of Companies, a comprehensive provider of logistics services.
Based in Oman’s capital, Muscat, ASYAD Express utilises six distribution centres, strategically located across the country to maximise expediency.

ASYAD is Oman’s new integrated logistics provider. It is the centerpiece of Oman’s ambition to reclaim its 2,000-year-old regional trade leadership and establish the country one of the world’s top ten logistics hubs by 2040.
Established in 2016 to maximize the financial returns and economic impact of government logistics investments, the ASYAD Group brings together 16 logistics companies and joint ventures under one entity, improving performance, creating efficiencies and offering economies of scale. The Group is comprised of three deep ports and three free zones supported by Oman’s five airports, a new rail network and a world class road network.

Job Descriptions

ROLE / JOB PURPOSE 
As Customer Operations Manager this role has ownership and responsibility for planning and monitoring the Asyad Express customer service and client support department, ensuring optimized interaction between Asyad Express and its client base. A key part of this role will be to develop and implement strategies useful in improving customer relationships, dedication, and satisfaction.  This involves defining the strategy of managing all customer interactions from awareness, on-boarding, complaints, service and retention. To manage, monitor and report against each customer relationship to achieve maximum lifetime profit from the customer base. Will support the design and implementation of a long term comprehensive customer experience strategy for Asyad Express, with a continuous improvement based approach and mindset.

KEY RESPONSIBILITIES
Lead and support the implementation of the overall ASYAD Express customer experience strategy.
Implementation of a fully integrated call center setup. Includes call center management system, KPI’s as well as on-going recruitment and development of call center support resources.
Aptitude and ability to teach and coach customer support reps to be able to handle customer calls and interactions on social media and emails along busy workloads.
Set the tone for a customer-focused, thoughtful department, building a customer-centric environment. Set goals for the team, check progress, and meet the monthly departmental KPI’s
Design and establishment of departmental standard operating procedures (SOPs), updating processes as required to include automation and digitalization where viable.
Manage and assess how sales, marketing and operations work together to deliver seamless customer experiences.
Conduct regular best practice surveys to improve customer experiences.
Gather customer feedback to design and implement specific practices, so that customers benefit while profits also improve.
Transform Asyad Express customer experience to drive customer loyalty and retention across the full client portfolio.
Provide a fresh perspective on customer process work and recommendations on cross-functional updates to improve customer engagement programs and activities.
Improve customer satisfaction processes, and implement robust customer support / incident resolution feedback systems and ways of working.
Champion a customer experience culture using a common language and definitions at all levels and providing extensive visibility around key customer experience metrics.

QUALIFICATIONS, CERTIFICATIONS AND EXPERIENCE
Bachelor's degree in business or related field.
Minimum 8 years of total experience & at least 3 years in a managerial position.
Experience building trusting relationships and influencing others (including exec / senior management level stakeholders)
Demonstrated success leading teams and managing complex cross-functional projects.
Ability to see from the customer point of view and championing that view across the company.
Proven track record for driving significant change/business transformation.
Strong results and outcome-oriented program management experience.
Ability to shift from developing high level strategies to effective execution, influencing at every level, and driving decisions through appropriate collaboration.
Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions.

Qualities, skills, and characteristics:
·        Patience
·        Problem Solving
·        Diplomacy
·        Team Builder and Motivator
·        Empathy
·        Vision and ability to see the big picture and proactively set plans
·        Emotional Intelligence
·        Coaching
·        Proficiency with Microsoft Office Suite and Google Docs, ability to create and generate data driven reports
·        Proficiency in English and Arabic, speaking and writing.

Skills Required

Compensation & Benefits

• Compensation & Benefits to be discussed (Negotiable based on experience)