Service Point Manager

Description

Job Summary: Service Point Manager responsible for planning, directing, organizing, and sustaining commercial activities, managing resources and financial advisory services at the branch, pursuing business expansion and operational excellence. Key Highlights: 1. Leadership and strategic management of Service Points 2. Development and implementation of commercial and customer strategies 3. Business prospecting and expansion activities in the region **Job Description and Responsibilities:** **Working Hours:** 8:30 AM to 5:30 PM – 1-hour lunch break **Level:** Management and Executive **Employment Type:** Permanent – CLT The Service Point (SP) Manager is responsible for planning, directing, organizing, and sustaining commercial area activities at the assigned branch, managing material, financial, and human resources, as well as providing financial advisory services in developing and implementing marketing/sales plans and actions and cooperative member service, in compliance with institutional policies and guidelines, business expansion, and overseeing all operations at the service point. Key responsibilities include: * Supervising and coordinating the service team, ensuring all members are adequately trained and motivated to deliver high-quality service; * Monitoring team performance, setting goals, and conducting periodic evaluations to ensure continuous improvement; * Managing service flow to ensure customers are served efficiently and effectively; * Resolving customer issues and complaints by seeking prompt and satisfactory solutions; * Maintaining inventory control and ensuring all necessary service materials are available; * Implementing and monitoring service policies and procedures to ensure compliance with company standards; * Conducting performance analyses and generating managerial reports for senior management; * Developing and implementing strategies to improve customer satisfaction and increase operational efficiency; * Collaborating with other departments to ensure integration and synergy across functions; * Participating in meetings and training sessions to stay updated on best practices and new customer service technologies; * Organizing regional events aimed at strengthening the SP and engaging with the local community; and * Prospecting and expanding the SP’s presence in the region, including market analysis, outreach to potential local partners, and identification of strategic growth areas. **Requirements:** * Experience in managing Service Points (SP) or related areas; * Advanced knowledge of SP operational and administrative processes; * Proven leadership and team management skills; * Excellent communication and interpersonal skills; * Analytical and problem-solving abilities; * Willingness to travel and flexibility regarding working hours; and * Proficiency in SP management tools and specific software; * CPA 10 or 20. **Education:** * Bachelor’s degree in Business Administration, Business Management, Economics, Production Engineering, or related fields. * Postgraduate degree or MBA in Human Resource Management, Business Management, or related fields (preferred). **Preferred Qualifications:** * Prior experience in service sector or customer service companies; * Certifications in agile methodologies or project management; * Proficiency in a second language, preferably English or Spanish; * Participation in continuing education or specialized courses in Service Point management; * Knowledge of continuous improvement techniques and quality management; and * CEA. **Benefits:** Medical assistance, Dental assistance, Gym allowance, Corporate mobile phone, Profit-sharing program, Private pension plan, Life insurance, Meal voucher, Food allowance, Transportation allowance