Roles & Responsibilities
Job Description
The Senior Manager is responsible for leading and optimizing NMC’s metrology services operations, ensuring seamless interactions between laboratories and customers, maintaining high-quality standards, and driving data-driven decision-making. This role is critical in developing and implementing service quality initiatives to enhance customer experience and satisfaction while working closely with laboratories to ensure effective service delivery.
JOB REQUIREMENTS
Key Responsibilities
Service Quality & Customer Satisfaction
- Drive efforts to develop and implement service quality policy and initiatives to improve the overall service experience and customer satisfaction.
- Work closely with laboratories to ensure timely and high-quality metrology service delivery.
- Continuously assess customer feedback and collaborate with laboratories to implement service enhancements and operational improvements.
- Leverage data analytics to identify areas for improvement and drive service excellence .
Operational Management & Service Delivery
Oversee daily metrology services (MS) operations, ensuring seamless coordination between customers and laboratories.Manage customer inquiries, quotations, job-related correspondence, and service item handling (receiving, collection, and issuing of service reports).Ensure service delivery processes are efficient, customer-centric, and aligned with organizational goals.Develop and maintain up-to-date departmental policies and work procedures that impact the organisation.Compliance & Process Improvement
Implement and enhance policies and procedures to improve efficiency and service quality.Ensure compliance with ISO / IEC 17025 standards and relevant quality management (QM) requirements.Drive digital transformation initiatives to streamline workflows and improve service accessibility.Supervise the secure transmission of service reports and ensure adherence to confidentiality protocols.Financial Oversight
Supervise billing processes to ensure compliance with financial policies and guidelines.Proactively manage revenue collection and debt related to metrology services.Requirements
Qualifications & Experience
A degree in Engineering, Science, Business Administration, or a related field.At least 2 years of relevant experience, preferably in service operations, metrology, quality management, or technical services.Experience in service quality management, customer experience enhancement, or digital transformation is an advantage.Skills & Competencies
Strong service quality management and customer engagement skills.Excellent collaboration and coordination abilities to work effectively with laboratories.Proficiency in data analysis and process improvement to enhance service delivery.Ability to manage financial processes, including revenue collection and debt management.Knowledge of ISO / IEC 17025 and quality management (QM) compliance.Preferred Attributes
A proactive and customer-focused mindset.Strong analytical and problem-solving skills, with a data-driven approach to service improvements.Ability to develop and implement policies and procedures that impact the organisation.The above eligibility criteria are not exhaustive. A
STAR may include additional selection criteria based on its prevailing recruitment policies. These policies may be amended from time to time without notice. We regret that only shortlisted candidates will be notified.Tell employers what skills you have
Digital Transformation
Data Analysis
Customer Experience
Quality Management
Process Improvement
Customer Engagement
Technical Services
Customerfocused
Compliance
Customer Satisfaction
Metrology
Service Excellence
Accessibility
Data Analytics
Transmission
Service Delivery
