Customer-Centric Service Delivery Lead

Al Rajhi Takaful; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

Al Rajhi Takaful is seeking a Service Delivery Manager to ensure high-quality, consistent service delivery across services and channels. You will drive improvements in customer journeys and operational processes, acting as the bridge between customers, operations, and internal stakeholders.

The role emphasizes data-driven insights and collaboration to deliver efficient, scalable, and customer-centric services, with accountability for performance against KPIs and SLAs and proactive issue

Qualifications

• Academic Qualifications and Experience: Bachelor's degree in business administration or related field.
• 6-8 years of experience.

Responsibilities

• Own and continuously improve end-to-end service delivery across services and channels.
• Identify challenges, gaps and moments that matter and lead initiatives to enhance customer satisfaction and outcomes.
• Champion a customer-first mindset across teams and stakeholders.
• Ensure day-to-day service delivery performs to agreed service levels, quality standards and customer expectations.
• Act as a liaison to fix root causes for service issues, ensuring timely resolution and clear communication.
• Map, review and redesign processes to better support customer journeys and business objectives.
• Build strong relationships with internal and external stakeholders to drive change and accountability.
• Produce clear actionable reporting on service performance, customer experience and improvement outcomes.

Education

Bachelor's degree in business administration

related field

Job description

Al Rajhi Takaful is seeking a Service Delivery Manager to ensure high-quality, consistent service delivery across services and channels. You will drive improvements in customer journeys and operational processes, acting as the bridge between customers, operations, and internal stakeholders.

The role emphasizes data-driven insights and collaboration to deliver efficient, scalable, and customer-centric services, with accountability for performance against KPIs and SLAs and proactive issue