Customer Service Lead

Parsons Corporation

What You'll Be Doing:

• Deploy and manage a full time Customer Services (CS) Contract Performance Area support team comprising of managerial and administrative personnel to deliver the Scope of Services

• Support and participate in the development of Customer Services Plan (CSP) and identify areas for improvement and assist Management in implementing the changes.

• Support Management in the development of a Customer Charter which will define the relationship with its customers and stakeholders.

• Review the operations of the Customer Services Center (CSC) and support Management in the implementation of improvements.

• Review and implement the QPRO, RO and the related permitting requirement including manuals for the Business

• Review the current processes of Customer Engagement and consolidate, analyze and provide feedback and improvement recommendations.

• Support Management in developing institutional and operational responses to customer feedback and changes in customer sentiment needs and usage of the networks.

• Implement a comprehensive knowledge transfer process which will be in effect throughout the contract duration to guarantee the structured learning and development personnel.

• Assess the transfer of knowledge through appraisals and implement succession planning processes to ensure that staff retains core knowledge, skills and expertise.

• Review essential supply chains to ensure they are functioning optimally in support of assets and networks.

• Contribute to the development of strategies to support Qatarisation initiatives and Organisational development activities.

What Required Skills You'll Bring:

• BSc, BEng, BA is a minimum requirement (Educational qualifications should be obtained from creditable and certified University or equivalent Colleges)

• Required relevant Chartered status and Professional License(s)

• Qualified professional who has reached the Senior Management level; capable of providing planning, leadership, direction, and technical expertise to manage complex tasks and multi-discipline projects.

• Minimum 25 years of experience in a relevant area, with at least 12 years in a leading role.

• Both regional and international experience is required. Minimum of 8 years of experience shall be gained working in North America, W. Europe, Australia or equivalent

• Ability to exceptionally communicate verbally and in writing in English is required. Knowledge of Arabic is an asset.

What Desired Skills You'll Bring:

• Excellent knowledge of Microsoft Office Packages and other tools for daily business needs.

• Has worked in the development and implementation of QMS.