Job Description

₋ Develop the strategic objectives and KPIs for the Department and ensure the achievement
of set objectives.
₋ Review the operating results of the department and follow-up to ensure that appropriate
measures are taken to correct insufficient results.
Budget & Cost
Control
₋ Set the operational budget covering the Department’s activities and ensure that adequate
provision is made for all activities.
Policies &
Procedures
₋ Assist in the development of the Division’s policies and manage the implementation of the
same at the department level, to ensure that all relevant procedural requirements are
fulfilled in line with the set requirements.
₋ Administer prompt, fair and consistent corrective action for any and all violations of the
Department’s policies, rules and procedures.
Main
Activities
₋ Develop strategies to enhance customer satisfaction and loyalty through improved after
sales service, addressing any significant customer issues personally.
₋ Manage the resolution of escalated customer issues, ensuring timely and effective solutions.
₋ Collaborate with the concerned functions to identify recurring issues, streamline processes,
and implement corrective actions.
₋ Monitor transaction processes across application, agent, and acquiring services, ensuring
accuracy, fraud prevention, and adherence to risk management strategies.
₋ Monitor the performance of after-sales service teams, by setting and evaluating
performance metrics to ensure high levels of customer service and operational efficiency.
₋ Ensure all after-sales activities comply with regulatory standards, company policies and
service quality standards to mitigate any potential risks.
₋ Evaluate customer feedback trends to identify opportunities for service improvements and
product enhancements.
₋ Act as the primary point of contact for the senior management regarding after-sales
operations and strategies.
WHISH MONEY

Lead initiatives to innovate and improve after-sales processes, incorporating new
technologies and methodologies to enhance service delivery.
₋ Stay updated on new regulations affecting after-sales operations, ensuring that the team is
informed and compliant with any changes in the regulatory landscape.
₋ Conduct ad-hoc activities related to the Job Duties, as requested by the Direct Manager.
Continuous
Improvement
₋ Investigate, manage inputs and recommend action to be taken in case of weaknesses in
internal controls or compliance issue with set policies and procedures.
People
Management
₋ Work closely with the Direct Manager to assist in planning the Division’s people agenda,
analyses manpower plans, implications of decisions, and address issues to manage the
priorities accordingly.
₋ Identify manpower requirements and Coordinate with the Human Resources and
Administration Department on all recruiting activities.
₋ Conduct an annual employee performance appraisal of the Department’s employees,
while ensuring employee career development and motivation.
₋ Recommend salary adjustments, rewards and promotions based on employee
performance, in line with the Organizational policy.
₋ Carry out disciplinary meetings whenever deemed necessary.
₋ Ensure the department employees’ training needs are identified and recommend relevant
training initiatives that will assist in building a highly professional and knowledgeable
workforce.
Reports
₋ Generate regular and special reports for the Direct Manager that summarize and forecast
the Department’s activities and financial position and escalate critical issues to provide
effective recommendations in meeting key challenges.

Skills Required

• Customer Service