Service Delivery Executive

Job description / Role

As a service delivery executive, you will carry out the assigned tasks and responsibilities in the school. You will also provide additional support to the operations department whenever required.

Customer:

• Coordinate with school administration staff and STS inter departments for successful and effective functioning of all activities, which ensures excellent customer service. Interact with parents; promptly addressing their issues and concerns; and collect valuable feedback on the operation and performance of the transport system.
• Manage and navigate through various audits, inspections conducted by local internal and external bodies.
• Understand policies, management plans and procedures for all service offerings.
• Liaise with staff and external clients at all levels in matters relating to payroll.
• Administer the day-to-day technical/administrative elements to ensure they meet all regulatory, business, strategic plans, and Key Performance Indicators (KPI).
• Generate new business opportunities through interaction with parents / clients for various services including private hire.
• Prepare weekly/monthly reports and attend monthly team meetings.
• Maximize the bus ridership and capacity utilisation.
• Responsible for documenting the targets set; follow up, periodical review and feedback to the Service Delivery Manager.
• Ensure that customer complaints & feedbacks are handled efficiently and satisfactorily in accordance with STS and group policies.

Operations:

• To overlook the daily operations of the fleet, including the buses, drivers and bus guardians that are deployed in the respective Business Unit.
• Responsible for updating the master data in the ERP (Phoenix) & other data management system and coordinate with the relevant departments.
• Reconciliation of Bus list, charge list and attendance register through Phoenix on the 1st of every month.
• Recommend and administer improvement programs.
• Responsible for managing customer complaints & feedbacks in the school. Issues to be escalated to Service Delivery Managers, if necessary.
• Monitoring of procedures and policies to recommend improvements.
• Perform and carry out duties and respond to requests for assistance from other departments of the STS group.
• Observe and operate within the business to ensure that Quality, Health, Safety & Environment (QHSE) standards are maintained.
• Ensure that a good QHSE and security culture is promoted within all departments and among peers, employees, visitors, subcontractors, and customers.

People:

• Ensure positive communication and engagement with all employees and staff.
• Assist, support and provide feedback to line managers, supervisors and team leaders ensuring the implementation of changes necessary to meet evolving business target and processes.
• Being a team player, participate in the development of the business.

Financial:

• Contribute towards the preparation of departmental budgets.
• Meet agreed budget commitments and business planning outcomes.
• Responsible for updating the data in Phoenix modules (Transport, Fee & Student Management), and coordinate with the finance department on a timely basis to ensure completion of the below processes:

Accounts Functions:
• Invoices & reminders for outstanding fees.
• Fee collection.
• Submit daily fee collection reports to the Finance team.
• Fees reconciliation, Fee charging/charge verification [1 way/2 way]
• PDCs & reconciliation
• Manual receipt collection,
• Concessions, Adjustments & Refunds.
• Bad Debts Provision/s.
• Custody of credit card machine, receipt books & company assets

Essential Skills and Qualifications:
• Bachelor’s Degree or equivalent.
• Proficient in English; (verbal and written)
• Effective communicator (written and spoken)
• Be fully versed in all the rules and regulations of the regulatory authorities and other relevant governing bodies (RTA, KHDA, MOE)
• Advanced user of Microsoft Office.
• Ability to work well in a team environment
• Time management skills - Ability to multi-task and handle peaks in workload.

Essential Experiences:
• A minimum of two years in a customer service focused role.
• Demonstrate a high level of interpersonal skills and proven ability to effectively communicate (in both oral and in written form) with all levels of management, employees, customers, and other stakeholders.
• Demonstrated commitment to the processes of continuous improvement and quality customer service.
• Arabic speaking & writing
• Confident and well presented
• Customer service background
• Preferably someone who has a previous role dealing with Arabic individuals

Salary:
AED 4,000 to 5,000 per month inclusive of fixed allowances.
Additional benefits: Airfare, Medical, Tuition fee concession for one child in GEMS MM (Asian) School, 50% Transport fee concession for two child

About the Company

STS Group offers a broad spectrum of transport and technical services for the education and corporate business sectors. Our purpose is to shape a better world by being a reliable partner of choice for passenger transport solutions across the GCC through our core values of Safe, Timely, Smart.

As a vision-driven brand, we take a long-term view of everything we do. Our dynamism and passion for innovation have helped us achieve sustainable success in a short period. Headquartered in Dubai in the United Arab Emirates, the STS Group employs over 3,000 team members across the GCC.

We take a long-term view of everything we do, and our dynamism and passion for innovation have helped us achieve sustainable success in a short period. Headquartered in Dubai in the United Arab Emirates, the STS Group employs over 3,000 team members across the GCC.