Service Manager - Records Management

Job Title : Service Manager (Records Management)

Department : Northern Region - Sales

Line Report To : Regional Sales Manager

PURPOSE OF JOB

To ensure effective customer service through building of relationships and effective service delivery. To retain and grow defined service portfolios in line with strategic service objectives and agreed customer service targets.

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

Translates service strategy into tactical plans for service team:

• • Subdivides the customers into portfolios in order to direct the focus of service team.
    • Develops and maintains a service strategy to ensure engagement and sound relationships with clients.
• Ensures that the service offering provided satisfies clients’ needs, and identifies potential growth opportunities.
• Responsible for ensuring that growth targets in annuity revenue and add-on storage boxes are achieved.
• Ensures clear understanding between clients and Metrofile in order to deliver service as agreed.
• Lead, coach, develop and performance manage the service team.
• Conduct regular business reviews with key customers and resolve escalated service issues.
• Drive customer retention, account growth, renewals and identification of cross-selling and upselling opportunities.
• Leverages the existing client base to capitalise on cross-selling opportunities, by referring potential opportunities to the Regional Sales Manager.
• Ensures growth of client services and achievement of agreed service targets, by:
  • ensuring understanding of client service needs by business sector
  • researching and understanding customer needs in order to customise and focus the service offerings
  • engaging existing and potential clients at Metrofile business premises through presentations and events to increase awareness and understanding of service offerings
  • driving regional initiatives to promote service offering and educate clients on services and products
  • training and educating the service team on product/service offerings and client engagement
• Reports the service team performance to the Regional Sales Manager on a weekly and monthly basis.
• Ensures all administrative aspects of service team are maintained as compliant with company policy.
• Ensures understanding of legal requirements relating to document retention.
• Ensures service team achieves a minimum of 90% of their quarterly sales targets.

People Management

• Ensures that the service staff is trained, skilled and that their expertise is optimally applied.
• Ensures that the working environment contributes to improve staff morale and increase productivity.
• Lead a team of approximately 8–15 employees by setting performance standards, conducting coaching, performance reviews, succession planning and fostering a high-performance customer-centric culture.

Cost Management

• Provides input into the compilation of the regional service budget for determination of service revenue targets.

SUPERVISORY RESPONSIBILITIES

• Has overall responsibility for a total staff complement of 15 - 30

QUALIFICATIONS, EXPERIENCE and KNOWLEDGE: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 3-year Degree/Diploma/Higher Diploma in Sales/Marketing/Retail Management/ Customer Services would be highly advantageous.
• Postgraduate qualification is business administration will be highly advantageous.
• 8 years customer service experience within the service industry, of which 3 years is in relevant customer service management.
• At least 3 years of service management experience.
• Experience in document management and archival related or similar industry will be preferable.
• Demonstrate excellent problem-solving skills.
• Demonstrate excellent organisational skills.
• Must have excellent communication and interpersonal skills.
• Must hardworking and solutions driven.
• Must be a team player.
• Must have business acumen and be able to communicate with senior to top management levels.
• Must be prepared to travel between sites/clients.
• Must be highly computer literate.
• Must have own vehicle and valid driver’s licence.