Senior Manager - Strategy, Administration & Customer Experience

Senior Manager - Strategy, Administration & Customer Experience

Intersect Consortium is a group of Organization primarily working in the Mental Health and Addiction space.

Our Members understand the growing need for Mental Health Services and Products in Africa and continually work to provide Awareness, Education, Treatment and Support to Individuals, Companies, Families and society at large.

Senior Manager - Strategy, Administration & Customer Experience Job Type Full Time Qualification

Experience

• Location Lagos

• Job Field Administration / Facilities , Customer Care, Success and Service

• Salary Range ₦500,000 - ₦750,000/month

• Job Description

The person would essentially have three pillars:

Strategy & Performance:

• Lead OKR implementation across Intersect.
• Work with departments to develop meaningful Key Results.
• Track organisational performance.
• Coordinate strategic planning.
• Prepare management/Directors' reports.
• Follow up on strategic commitments.
• Identify gaps between plans and actual execution.

Administration:

• Oversee central administrative systems and standards.
• Develop and maintain administrative procedures.
• Improve filing and documentation systems.
• Coordinate administrative workflows.
• Ensure management actions are followed through.
• Support leadership with highly organised coordination.
• Ensure important tasks, deadlines and commitments do not fall through the cracks.
• Support the administrative needs of the UK clinic.
• Build systems that make the organisation more organised rather than simply adding more administrative work.

Customer Experience:

• Establish customer-service standards across the consortium.

• Monitor client/patient/customer experience.

• Review complaints, feedback and recurring service failures.

• Identify where clients are being lost because of poor communication or follow-up.

• Develop customer-service SOPs.

• Coordinate customer-service training.

• Monitor response and resolution times.

• Work with relevant departments to resolve recurring customer issues.

• Develop customer feedback mechanisms.

• Produce customer-experience reports for management.

• Check how your CV matches this job