Operations and Customer Service Manager-PMTS
Aviso de fuente externaen SICPA
Lead SICPA's local operations and customer service in Ecuador, ensuring reliable delivery, contractual compliance, service quality, and customer satisfaction.
Salario
No especificado
Ubicación
Quito, Ecuador
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Operations and Customer Service Manager-PMTS
Quito, Ecuador
Descripción del empleo
About the role
The Operations & Customer Service (OCS) Manager is responsible for the reliable delivery, servicing, and operational continuity of SICPA's solutions in Ecuador. The role leads local operations and customer service activities as the primary operational interface with the customer, ensuring contractual commitments are met with high standards of quality, security, compliance, and performance.
The role requires leadership, operational rigor, and stakeholder management capabilities to deliver services in alignment with SICPA's global standards and customer expectations.
Responsibilities
- Lead and manage local Operations & Customer Service activities related to SICPA's solutions.
- Ensure contractual services comply with SLAs, KPIs, security standards, and operational guidelines.
- Monitor service performance, analyze incidents, and implement corrective and preventive actions.
- Act as the first-level escalation point for operational issues and customer incidents.
- Drive continuous improvement to enhance system reliability, service quality, and operational efficiency.
- Manage, safeguard, and maintain traceability of sensitive materials, equipment, and assets.
- Maintain compliance with SICPA's quality, security, and ethical standards.
- Support deployment of new solutions and services by ensuring operational readiness, resource availability, and effective team mobilization.
- Act as the designated operational point of contact for the customer.
- Develop and maintain relationships with customer representatives, government authorities, regulatory bodies, operational partners, and key stakeholders.
- Support customer satisfaction through proactive communication and effective service.
Datos clave
- The role is based in Quito, Ecuador.
- The OCS Manager leads local operations and customer service activities for SICPA's solutions.
- The role ensures contractual services comply with SLAs, KPIs, security standards, and operational guidelines.
Salario estimado
Salario estimado para servicio al cliente en Ecuador: USD 450 - 625 al mes, según 52 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.
Preguntas frecuentes
What does the role involve?
It leads local operations and customer service activities and ensures the reliable delivery, servicing, and operational continuity of SICPA's solutions.
What are the main responsibilities?
Responsibilities include monitoring service performance, addressing incidents, driving continuous improvement, and maintaining contractual and operational compliance.
Who does the OCS Manager work with?
The role is the operational point of contact for the customer and develops relationships with customer representatives, government authorities, regulatory bodies, operational partners, and key stakeholders.
¿Cuánto paga este empleo?
Esta oferta no indica el salario. Como referencia, el salario estimado para servicio al cliente en Ecuador es de USD 450 - 625 al mes, según 52 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.