Senior General Manager Customer Services-SSGC, Karachi

Sui Southern Gas Company Limited, Karachi     Job Code: SGMCS    Qualification:

• Engineering / Management Graduate (16 years of education) or Accounting Professional

Experience:

• 17 years of post-qualification experience including 5 years’ experience in senior management/leadership role. Experience of working in Oil & Gas / Public Sector shall be preferred.

Duties & Responsibilities:

• Setting Annual targets & KPLs of Department of CS Division.
• Regular monitoring & review of progress of annual targets of each department of CS Division.
• Collective / separate meetings with departmental heads for resolving day to day issues& finding ways & means for further improvement and Enhance the brand and public image of the company by putting the customer first.
• Develop & establish procedures & policies governing customer concerns complaints& feedback there by enhancing customer confidence and Develop quantitative goals for developing customer services culture at all the company’s facilities.
• Constantly review and improve the operations of the call center, Customer Service center and various offices dealing with Customer facilitations across the franchise area.
• Ensure development of annual budget of the department according their annual target and adherence to the approved budget and Ensure succession planning by identifying, developing and maintaining pool of successors for key positions within the division / department.
• Foster and encourage continuous learning and development culture and encourage continuous education at all levels within the division / department.