Regional Service Lead

Regional Service Lead Overview The Regional Service Lead is responsible for overseeing service operations within an assigned region, driving performance excellence through data insights, partner management, and process optimisation. This role requires a highly analytical leader who can interpret service metrics, identify operational inefficiencies, and implement improvement plans that align with national service standards. The Regional Service Lead acts as the key liaison between the National Network Manager, service partners, logistics, and the call centre — ensuring efficient case handling, timely resolutions, and continuous improvement across the service networks performance and processes. Key Responsibilities Regional Operations Oversight – Supervise and coordinate day-to-day service partner activities within the region to ensure alignment with company standards and SLAs. Monitor repair turnaround times, spare parts usage, and service quality to ensure optimal performance. Conduct periodic partner visits and operational reviews to ensure compliance and performance consistency. Oversee escalations and operational queries, ensuring timely resolution and customer satisfaction. Data Analytics and Performance Management – Collect, analyse, and interpret regional service data to identify trends, performance gaps, and areas of opportunity. Develop weekly and monthly performance dashboards to present actionable insights to the National Network Manager. Track KPIs such as Service Request Order (SRO) volume, turnaround time, first-time fix rate, spare utilisation, and customer satisfaction. Use predictive analytics to anticipate workload fluctuations and proactively allocate resources. Collaborate with teams to develop automated reporting tools and data visualisations for service monitoring. Partner and Process Improvement – Implement service process improvements based on data insights and root‑cause analysis of recurring issues. Facilitate monthly regional workshops with service partners to review performance outcomes and best practices. Ensure partner onboarding, documentation, and system compliance align with the company's operational requirements. Support network optimisation initiatives by identifying high‑performing partners and potential coverage gaps. Collaboration and Cross‑Functional Alignment – Coordinate with the call centre to manage customer escalations and feedback loops. Work closely with logistics and warehouse teams to ensure spare parts availability aligns with service demand. Support the National Network Manager with project initiatives, reporting, and network expansion assessments. Daily, Weekly, Monthly Actionable – Daily monitor open service orders and elevate overdue cases. Review partner dashboards and verify accuracy of reported data. Respond to operational queries from service partners and call centre teams. Track live metrics (TAT, SRO closure rates, etc.) for immediate action. Weekly prepare a regional service performance summary with actionable recommendations. Conduct data validation checks and report anomalies. Hold brief operational sync meetings with partners to review performance. Identify top‑performing and underperforming regions/partners based on KPIs. Monthly present detailed regional performance reports to the National Network Manager. Review cost efficiency and service partner claims with finance. Conduct analytics review to identify systemic challenges. Develop and submit a regional improvement roadmap for the upcoming month. Qualifications Education: Business Administration, Operations Management, or related field. Advanced Excel or BI tool experience (e.g., Power BI, Tableau) required. Experience: 5+ years in a service operations or data analytics leadership role. Proven track record in managing regional service delivery or partner networks. Experience using CRM, ERP, and service workflow systems. Skills: Strong analytical and critical‑thinking abilities; Excellent communication and presentation skills; Proficiency in operational reporting and performance management; Ability to interpret data to drive operational decisions. Attributes: Detail‑oriented, proactive, and process‑driven; Comfortable in cross‑functional, fast‑paced environments; Customer‑focused with a solution‑oriented mindset. #J-18808-Ljbffr