The main role of the Senior Service Associate is to manage/run the operations of a department of approximately 5-10 FTEs in a service company dealing with high end international customers.

The operations are very process driven and requires an individual who is much disciplined, meticulous and pays attention to details. The ideal candidate need to be customer centric as this role requires being into constant liaison with international clients. This role is at a team leader level, however, since the team is relatively small, the senior service associate is to also perform operational duties as well as being the technical expert (go to person) for the team. The role involves coordinating, planning and performing specific processes in the most efficient way, maintain high level of stakeholder management, and implementing and reporting on key metrics operational/management metrics.

Essential Duties and Responsibilities

The following is a non-exhaustive list of duties:

• To plan, supervise, coordinate and report on all the activities of the team for the processes assigned to.
• To ensure all the processes are implemented and delivered in the most cost and time efficient way.
• To perform any required operations required for/or on behalf of the customer.
• To act as a team leader for the team, which involves implementing all team leading best practises (such as carrying out efficient team meetings, effective delegation, reporting of company information to the team and more).
• To manage stakeholders both locally and internationally.
• To document existing and to-be processes.
• To ensure all the billing is performed on a timely basis and assist in the debtor follow up activities.
• To ensure proper customer support and feedback on the status of the various processes.
• To represent the company in court cases which will occur.
• To help cross sell and upsell the company services to existing customers.
• To act as a director of the company if requested by senior management and/or required by the legal processes.
• To create business plan and actively be part of the marketing process for the growth of the company.
• To calculation of costs for various services offered by the company and report on profitability of each activities.
• To coach and mentor of employees (very important role) and ensure all of them are suitably qualified to perform their duties up to the customer’s/company expectation.
• To be aware of all the trends/technical specificities in the relevant sector of activity.
• To cross sell and up-sell services to existing customers.
• To create lessons learnt document and implement process improvements.
• To ensure all management reports are produced on time and the required quality.
• To monitor and justify all costs incurred by the relevant department.
• Any other cognate duties relevant to this function.

Supervisory Responsibilities

This role will have up to 10 FTEs to be directly managed, as such requires that the ideal candidate requires people management skills, being influential and can act as a mentor and role model for the team.

Degree of Independence/Supervision

• Requires minimal supervisions on the job. Independently works under broad supervision and can manage one owns time efficiently.
• Follows principle of project and quality management.
• Perform hierarchical escalation only in situation of exception.
• Bachelor degree in Business Administration, Management, Project/Process Management, Operations Management, Sale/Marketing and/or similar qualification.
• At least 3 years’ experience in a team leader role.
• Knowledge of the Mauritian customs/legal system will be advantageous.

Qualifications and Experience

A lesser qualification may be accepted if this is compensated by suitable demonstrable real world experience.

Skills

• Excellent planning and time management skills.
• Excellent negotiator.
• Moderate to expert level in MS Office Suite.
• Experience in business process management, implementation of KPI.
• Experience in selling services to international customers.

This role will be based in a fast paced, fact changing start-up type environment and as such requires an individual with exceptional skills in the following:

• Good team players
• Ability to deal with simultaneous tasks/projects
• Meticulous and detail oriented
• Flexible
• Articulate and Influential
• Good negotiator

We are looking for exceptional individuals to be part of the company transformation team in an exciting fast paced start up culture. Skills and experience are required, appreciated and valued but personality and character, intelligence and integrity will be paramount considerations. High maintenance, humourless, introvert or self-important individuals will not succeed in this position and should not apply. You should already be a self-starter, quick learner and have a solid ability to work independently and get things done.