Assistant Manager - Incident Resolution & Prevention Governance - Dialog Axiata PLC Western province

About the job

We are seeking an experienced Specialist in Incident Resolution & Prevention Governance to oversee and drive monthly performance across CRC and Non-CRC operations. The role involves coordinating with stakeholders to implement corrective and preventive measures, ensuring effective end-to-end complaint handling. Key focus will be on achieving Incident Resolution and Prevention Governance (IRPG) KPIs through real-time monitoring of Service Level Agreements (SLA), aging complaints, and other critical parameters to strengthen overall customer experience.

Key responsibilities:

• Performance & Governance: Drive CRC monthly performance, monitor SLA/aging complaints, and govern timely completion of action items while reporting on KPIs and deviation.
• Forums & Strategy: Lead Service Recovery Forums (SRF) across BUs, establish KPI targets, and ensure alignment of policies and processes with IRPM objective.
• Process & Compliance: Design and improve complaint/request management processes, ensure IRPM compliance, and validate efficiency through periodic work studies.
• Continuous Improvement: Oversee improvement projects, implement best practices, and identify opportunities for centralization to enhance productivity and service quality.
• Customer Insights: Review NPS/CES results for complaints, promote awareness of customer complaints, and act as a central escalation point for complaint handling.
• Systems & Reporting: Maintain JIRA InDesk, streamline category definitions, and provide structured reporting to leadership.
• People Development: Collaborate with WFM team to optimize resources and endorse new requirements and work with training units to address knowledge gaps in complaint handling teams.

Qualifications:

• A degree in Business Management; an MBA is an added advantage.
• 5-6 years of experience in customer service, with at least 2 years in incident resolution operations.
• Strong analytical, reporting, and presentation skills.
• Proficiency in MS Excel and other office applications.
• Experience in process documentation (Visio) and reporting.
• People management skills and system knowledge in JIRA, InDesk, and Tableau.