MARAN NAIDU

Ensure that the services provided to our customers align with the contractual Key Performance Indicators (KPIs)

* Clarify the requirements of the customer; seek to understand, utilize decision-support tools and resources to effectively resolve issues for the customer

* Listen carefully to the needs and concerns of the customer; show empathy while maximizing the chance to establish rapport with the customer

* Welcome customers in a polite, friendly, and professional manner following established procedures

* Maintain a fundamental understanding of client products and/or services

* Prepare thorough and precise work, including properly documenting accounts as necessary

* Engage in initiatives aimed at enhancing customer satisfaction and improving business performance

* Suggest additional products and/or services

* Monitor, document, and retrieve information in the call tracking database

* Address customer inquiries by directing them to published resources, secondary sources, or more experienced staff

** Additional involving workflow

SME ROLE
*Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
*Assists in driving metrics of the team.
*Monitor closure of service levels regularly.
*Ensure prompt escalations to Team Leader.
*Supervise team in the absence of the Team Leader.
*Monitor performance and quality scores of team.
*Take production calls as well as escalated calls.

• Professionally and accurately handling customers inquiries and requests pertaining to telco network issues and post-paid by applying good knowledge of modern tools, policies, and processes.

• Responsible for keeping abreast of the company's products, services, marketing campaigns, systems, processes, and technology content display.

• Contacting individual/businesses by telephone to promote consumer products or services.

• Delivering scripted sales pitch to the customers

• Explaining the products or services to customers over the phone

• To achieve daily and monthly sales target as set by the team leader

• Checks and ensures the timely submission of the Daily bar inventory and par report, against restaurant or bar sales report at the end of each shift.

• Conducts daily briefing and de-briefing in the absence of the Outlet Manager. • Recommends corrective actions for unfavorable variances in budget commitments. • Proposes an effective duty roster to ensure sufficiency of manpower in accordance to volume of business.

• Establishes two-way communications with related departments like Kitchen, other outlets, Housekeeping and Front Office.

• Communicates effectively with guests, subordinates, immediate superior and other section heads. • Prepares daily cover count and revenue report for the outlet.

• Attends daily F & B briefing, weekly F & B Meeting in the absence of the Outlet Ma nager, and all other training sessions and meetings required for the position.

• Assists the F & B Cost Controller in Conducting month end inventory of beverage supplies, operating supplies, food supplies and steward for operating equipment. ➢ Reports breakage and losses in the outlet. • Responsible for the service and bar operation of the outlet.

• Responsible for guiding all service and bar personnel assigned in the outlet, in the performance of their duties and responsibilities.

• Responsible for directing all efforts in the service and bar to achieve the financial goals of the outlet. • Responsible for the consistent follow up in the implementation of the Policies and Procedures in operating the outlet.

• Responsible for checking the sufficiency of operating equipment and supplies for service and bar.

• Responsible for maintaining the sanitation standards in the outlet assigned.

• Responsible for providing functional assistance to the staff during peak periods.

• Responsible for scheduling sufficient manpower in the outlet to suit volume of business.

• Responsible for maintaining a clean and wholesome ambiance in the outlets, controlling room temperature, ventilation and lighting effects.

Principal Responsibilities

➢ Manage allocated resources to meet the objectives set for the delivery of an overall parking service.

➢ Manage team to achieve the service objectives with a high standard of performance through responsible leadership using various means such as motivation, enforcement of discipline, practicing objective appraisal and counseling.

➢ Ensure that parking spaces are clean and safe for customers to use, and that all equipment associated with the spaces are in good working condition.

➢ Deliver services for the parking service such as infrastructure provision, enforcement of traffic, management of cash collection, housekeeping of site(s), security and safety of site(s) and equipment maintenance.

➢ Fully comprehend the scope of contracts in place or will be in place that are related to the parking services and to execute the contracts accordingly, as well as contribute to, or initiate discussions about any changes or variations required to such contracts.

➢ Build good relations with relevant local authorities, such as traffic police, so that they are aware and able to provide support when such situation arises.

➢ Monitor the delivery of the parking service in the form of in-house resources or contracted services and to set out standard measurement on service delivery, and put in place such methods and data collection which will enable to delivery of such services to be monitored.

➢ Arrange and lead regular meetings with in-house teams and/or contractors to review progress, discuss ideas for improvements in value, and to monitor operational efficiency.

➢ Review comparable operations within the same geographical location and with industry practices and norms as well as made comparisons to monitor the parking services and propose adjustments.

➢ Maintain a full base of knowledge and experience of the parking industry in order to ensure that the service delivery is based on the latest equipment, innovation, practices, policies and products, if applicable.

➢ Deal personally with any correspondence that relates to the parking services and ensuring that the response is aligned with policies and procedures adopted by and in the best interest of the parking service and Organization.

➢ Lead in contract award processes, including quotation and tenders, based on the policies and procedures in place to create the best value-for-money according to agreed service quality.

➢ Deal effectively with customers whose parking issues cannot be resolved effectively by other members of staff to ensure a high level of customer service.

➢ Ensure that duties, which include processing of personal data, are undertaken within the data protection guidelines and relevant guidelines (such as the Personal Data Protection Act 2010).

➢ Monitor and review operational risk and propose suitable internal controls such that risks are minimized to ensure operational efficiency in according with the Risk Management Framework (RMF) adopted by the Organization.

➢ Establish clear work procedures and work flows throughout the entire operational process of the parking service to create a quality management environment.

Team Management

➢ Provide supportive management to coach, develop and motivate staff such that they are able to deliver a high-quality parking service.

➢ Deploy staff effectively and ensure they are performing to agreed standards (including at least implementing monthly 1-to-1 supervisory meeting, weekly operational meetings, use of disciplinary and absence monitoring policies and objective performance appraisal).

➢ Advice Senior Management on parking service matters including adoption of policies, new regulatory requirements, performance reporting, planned projects and developments, etc.

➢ Ensure team is properly trained and well-equipped to deliver high-quality parking service.

➢ Ensure team are operating safe codes that comply with regulatory health and safety requirements, race relations, employee welfare, etc., and deal with omissions and exceptions as appropriate to the circumstances.

➢ Ensure that staff work within the Organization's policy and take appropriate action should this be breached.

➢ Provide statistical information and written reports on service performance and deploying suitable performance measurement metrics.

➢ Develop suitable team performance measurement such that performance appraisal can be objective and fair.

Financial Responsibilities

➢ Prepare annual financial budget under the scope of the position within agreed financial limits in accordance with agreed growth strategies and financial performance requirement, ensuring that the budget is able to reflect the annual plan.

➢ Proactively manage budgets under the scope of the position within agreed financial limits to provide value-for-money in delivery the parking service as per the agreed standards whilst optimizing profitability.

➢ Monitor the reconciliation of monthly invoices from service providers and/or contractors.

➢ Monitor actual financial performance against budgeted performance and to work with Management to constantly develop and review action plans and strategies to meet the approved budget. Other Responsibilities

➢ Create and maintain authentic, timely and reliable records in relation to the parking services, and to take due care and diligence when gathering and recording data such that they are not artificially manipulated in order to generate reliable analysis as well as to create an audible trail.

➢ Have a basic understanding and competency in risk management such that operational risks are managed effectively according the Risk Management Framework (RMF) adopted by the Organization.

➢ Undertake other duties which may arise or as may be delegated from time to time, commensurate with the skills and experience required for this post.

➢ Working outside the standard working hours is an expected part of the job, as necessary, especially when dealing with incidents, crisis and other such operational issues and to report on such issues on a timely basis to the supervisor.

Manage allocated resources to meet the objectives set for the delivery of an overall parking service.

➢ Manage team to achieve the service objectives with a high standard of performance through responsible leadership using various means such as motivation, enforcement of discipline, practicing objective appraisal and counseling.

➢ Ensure that parking spaces are clean and safe for customers to use, and that all equipment associated with the spaces are in good working condition.

➢ Deliver services for the parking service such as infrastructure provision, enforcement of traffic, management of cash collection, housekeeping of site(s), security and safety of site(s) and equipment maintenance.

➢ Fully comprehend the scope of contracts in place or will be in place that are related to the parking services and to execute the contracts accordingly, as well as contribute to, or initiate discussions about any changes or variations required to such contracts.

➢ Build good relations with relevant local authorities, such as traffic police, so that they are aware and able to provide support when such situation arises.

➢ Monitor the delivery of the parking service in the form of in-house resources or contracted services and to set out standard measurement on service delivery, and put in place such methods and data collection which will enable to delivery of such services to be monitored.

➢ Arrange and lead regular meetings with in-house teams and/or contractors to review progress, discuss ideas for improvements in value, and to monitor operational efficiency.

➢ Review comparable operations within the same geographical location and with industry practices and norms as well as made comparisons to monitor the parking services and propose adjustments.

➢ Maintain a full base of knowledge and experience of the parking industry in order to ensure that the service delivery is based on the latest equipment, innovation, practices, policies and products, if applicable.

➢ Deal personally with any correspondence that relates to the parking services and ensuring that the response is aligned with policies and procedures adopted by and in the best interest of the parking service and Organization.

➢ Lead in contract award processes, including quotation and tenders, based on the policies and procedures in place to create the best value-for-money according to agreed service quality.

➢ Deal effectively with customers whose parking issues cannot be resolved effectively by other members of staff to ensure a high level of customer service.

➢ Ensure that duties, which include processing of personal data, are undertaken within the data protection guidelines and relevant guidelines (such as the Personal Data Protection Act 2010).

➢ Monitor and review operational risk and propose suitable internal controls such that risks are minimized to ensure operational efficiency in according with the Risk Management Framework (RMF) adopted by the Organization.

➢ Establish clear work procedures and work flows throughout the entire operational process of the parking service to create a quality management environment.