Generic Accountabilities: Strategic Contribution Develop and ensure effective cascading of the strategy into department business plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies. Drive the continuous achievement of quality and customer experience standards in line with the overall business strategy. People Management Manage the effective achievement of assigned objectives through the leadership of the department by setting individual objectives, managing performance, developing, and motivating staff to maximize sectional performance. Lead the talent development initiatives for the assigned department, collaborating with technical/discipline experts to ensure the availability of talent to fit business requirements. Act as a role model and drive adherence to organizational values and ethics by employees of the assigned department to foster a value-driven culture within the organization. Budgeting and Financial Performance Manage the preparation and recommend the department budget and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines. Policies, Systems, Processes & Procedures Manage the effective implementation of department policies, procedures, and controls covering all areas of assigned department activities so that all relevant procedural/regulatory requirements are fulfilled while delivering a quality, cost-effective service. Continuous Improvement Lead the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction. Customer Service Excellence Manage the implementation of processes for successful client relationship management to enhance the customer journey in line with SPL’s customer experience strategy. Review and enhance customer experience management processes and procedures, monitor compliance to defined quality standards to ensure productivity and consistency of process performance. Lead and guide the team to ensure proactive engagement with clients and provide solutions to achieve optimum client satisfaction and brand loyalty for SPL. Reporting Ensure that all department reports are prepared timely and accurately and meet SPL requirements, policies, and quality standards. Job Specific Accountabilities: Collaborate with data analysts to translate consumer data into functional and accessible information that can help the organization change or revise a product, service, marketing strategy, or sales tactic. Manage strong client and vendor relationships to deliver consumer information that has a direct effect on the organization’s business goals and ROI. Manage the building of industry benchmarking to forecast market risks to SPL’s market positions and execute mitigation plans. Develop internal market insight tools and capabilities not relying only on agency services. Provide insight on new opportunities to target from local and global market research. Support in the collection and study of information about customers, sales trends, products, and services to achieve SPL’s future business and marketing plans.#J-18808-Ljbffr