上海招聘

JOB DESCRIPTION

Position: Operation Supervisor（Roadside Division）
Reports To: Operation Manager
Based in: Beijing






Job Purpose:
Manage Roadside team to guarantee that the services are properly delivered to customers.Take any appropriate actions to avoid and resolve complaint.Provide training for internal and external customers.Attend marketing and operation meetings with managers.




Position Responsibilities:

General Duties
? Participate to the elaboration of the company strategy
? Establishes the yearly marketing Plan and Objectives of the Marketing Department and ensures successful completion of Plan Service existing clients
? Provide Management with customer/prospect feedback on marketplace issues to be used toward the development of new products and service capabilities;
? Provide facts & figures for budgets

Business Development Duties
? Monitoring all cases to ensure the services to be properly delivered to the clients
o Review cases on daily basis i.e. completion of services, follow up of each cases, completion of record on file
o Assign duties or cases to staff and monitor their activities
o Report to management for any major case or claim immediately
o Available 24hour a day/365 days/year for operation roadside cases of requiring urgent administrative attention
? Manage team members and ensure 24 hour continuation of services
o Prepare roster, maintain appropriate manpower, approvenormal annual leaves except Unexceptional Leaves
o Control discipline of the team
o Keep written record of staff working time, OT and leaves
o Report to the management for staff’s sick leave, mistakes and compliment
? Provide orientation training and refreshment training
o Develop and update training materials on half-yearly basis
o Arrange training for new staff
o Arrange refreshment training on General meeting or meeting of operation team
o Half-yearly assess staff’s knowledge on products, procedure and policies and prepare report to the management
? Control quality of services and staff performance
o perform call monitoring with staff or other quality control tests or KPI quarterly
? Control claims costs of operation cases
o Approve costs of services before rendering services but subject to financial authority
o provide quotation for 3rd party
o check if the actual costs match the pre-agreed costs
o adjust criteria of services provision as per actual claims against claims budget and loss ratios of different contracts
? Assist recovery of disbursement
o Clarify and negotiate with insurance company for outstanding payment of disbursement
? Develop and update contingency plan
o Yearly review feasibility of contingency plan in terms of procedure
? Attend meeting for operation
o Attend meeting, keep minutes and communicate with other departments if appropriate
? Provide training and presentation to clients upon request
? Provide operation statistics to management
o Provide monthly operation statistics to the management before 5th of each month
? Handle complaints and prepare the relevant documentation
o Report any complaint to management, regardless valid or invalid complaints
o Investigate and answer complaints with marketing department
o Brief and review the team based on the complaints
o Take appropriate medial or preventive actions to avoid recurrence of the same or similar problems
? Develop and update operation database, procedure and policies
o Half-yearly review database, procedure and policies
o Seek approval from the management on the change
o Implement the new procedure and policies



Education & Experience
？ Degree/diploma qualification with 3 years' call center working experience, proficient in written and oral English and Chinese, and computer savvy (MS Outlook, Word, Excel, net portals)
？ Preferably in Assistance Industry and/or in the Vehicle industry.
？ Experience in supervising 50+ people in a call center environment.
？ Extensive experience working in the Vehicle field at a senior level.
Competencies
？ Well developed liaison and communication skills and the capacity to negotiate and resolve conflict with clients, staff and management.
？ Proven management skills including leadership, goal setting, team building, staff assessment, training need assessment, performance management, counseling and coaching in relation to performance goals and individual development.
？ Ability to apply statistical measures to work flows for resourcing, staff planning, scheduling, performance measurement
？ Demonstrated presentation and training skills
？ Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities
？ Financial management skills including budget preparation and monitoring, costing of products and services
？ Ability to interpret and effectively apply management direction and philosophy.
？ Demonstrate strong customer focus, and provides superior customer service to both internal and external customers.
？ Strategic Vision
？ Focus on Customer
？ Change Leadership
？ Results Orientation
？ Building Capability
？ Team Leadership
？ Share Succeed
？ Living through AXA Value

公司属于一家服务型公司。