Lead|Toll Transit Operations|Service Ops

Roles & Responsibilities: • Lead from the front and manage team administration and deliverables competently • Ensure that the team provides a comprehensive service to enquiring customers • Coaching, Training and motivating staff to perform effectively • Key Accounts Management for Priority Business Partners & Customers and Building sustainable relationships wherever necessary. • Creation of Metrics for customer satisfaction goals and track for progress • Develop policies and procedures balancing customer needs and supporting organisation goals • Analyse statistics and other data to determine customer service levels • Collaboration with multiple stakeholders for delivering of objectives. • Drive digital and process improvement journeys to improve customer satisfaction and towards service excellence • Effective management of audits and risks. • Support in delivery of key initiatives in the Unit • Excellent stakeholder management- external and internal. • Ability to thrive in a fast paced environment, multi- task and effectively manage competing / changing priorities • Confidence and competence while handling difficult situations