Job Listings – Axis Human Capital Limited
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Head of Service Excellence

About the Job
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Our Client, a public-sector organization seeks to hire Head of Service Excellence, to provide technical and operational support for effective and efficient management of the communications and customer engagement programs.

Reports to: Director, Human Resource Management

Supervises: Service Excellence Team

Key Responsibilities

  • Ensure the development, implementation and evaluation of strategic and operational customer engagement initiatives and programs to align with customer service vision and strategies.
  • Advise the Management Team on customer satisfaction measures to enable customer-centric strategic decision processes and major or critical issues response.
  • Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and stakeholders of the organization.
  • Lead specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues.
  • Inform review and enhancement of customer services and service delivery models.
  • Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours.
  • Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimize customer experience.
  • Supervise the compilation of annual and other periodic reports for the Division
  • Appraise the performance of subordinates.
  • Supervise the collation of inputs of the Division for the preparation of the annual budget of the organization.

Qualification and Requirements

  • A minimum of a Bachelor’s Degree in Business Administration (Human Resource), Hospitality Management, Social Sciences, Governance and Leadership or a relevant equivalent qualification from an accredited tertiary institution.
  • A Master’s Degree from an accredited tertiary institution will be an added advantage.
  • Membership of a professional body will be an added advantage
  • A minimum of six (6) years relevant work experience, three (3) years of which must be in a senior management position in a reputable institution.

Job Summary

Ref. Number:


Location: Accra

Industry: Other/Not Classified

Job type: Full-Time

Job status: Open to new applicants

Years of Experience: 6

Educational Level: University

Deadline: 2018-09-27

Additional Instructions:

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