Senior After Sales Process Officer job at Watu Credit Ltd

What you will do:

You lead and oversee all SIMU after-sales and service operations across branches, dealerships, and third-party providers. Your role ensures efficient, secure, and SLA-compliant resolution of device-related issues, you manage relationships with Samsung's authorized service network, enforce process compliance, and lead audits. Additionally, you oversee product quality assurance and collaborate with product and tech teams to address systemic issues before they affect sales or customer experience.

Key Duties & Responsibilities:
1. Aftersales Leadership & Case Oversight:
a. Supervise and support After Sales Support Officers in handling all case types (thefts, recoveries, returns, replacements, repairs).
b. Ensure high SLA compliance and documentation quality across all logged cases.
c. Act as final escalation point for complex or sensitive cases, coordinating with the Group Back Office as needed.
2. Service Centre & Samsung Relationship Management:
a. Manage day-to-day coordination with Samsung’s local and regional service/ warranty teams.
b. Monitor service centre turnaround times and enforce SLA compliance through proactive follow-ups and reporting.
c. Review and approve exceptional return, theft, recovery and repair cases; lead resolution of disputes.
3. Compliance & SOP Enforcement:
a. Conduct routine audits across branches and dealership collection points to ensure SOP adherence.
b. Drive root cause analysis and retraining following major compliance or documentation errors.
c. Own and refine SOPs to improve efficiency, accuracy, and policy alignment.
4. Product Quality Assurance & Asset Protection:
a. Work with group product team to run QA and UAT on new device models and software updates.
b. Identify quality trends and recurring defects from field data; escalate to group product team and OEM.
c. Monitor and report on asset security trends related to stolen devices, device tampering/flashing, together with other portfolio quality metrics.
5. Process Improvement & Innovation
a. Continuously monitor operational workflows, identify inefficiencies, and lead implementation of process improvements with a focus on automation, SLA visibility, and case tracking.
b. Design, automate, and maintain internal workflows using Google Apps Script to streamline operational processes and reduce manual intervention.
c. Develop and manage dynamic Google Forms and integrated Google Sheets dashboards to capture, structure, and analyse operational data.
d. Collaborate with cross-functional teams to scope analytical needs, create custom reports, and support decision-making with clear, visual data outputs.
6. Team Enablement:
a. Build organisational capacity for decentralised aftersales support by equipping branch, dealership, and junior support staff with the tools, training, and autonomy to resolve issues independently.
b. Coach and mentor After Sales Support Officers, ensuring continuous upskilling aligned with emerging industry advances.
7. Financial & Budget Control
a. Prepare and manage quarterly aftersales budgets in line with Watu’s financial guidelines. Budget lines include OW Repairs, Refunds from Returns, Courier Fees, and Third Party Rewards etc.
b. Track actual spend against budget and report variances ensuring cost efficiency and proper resource allocation
c. Prepare ROI & CBA associated with assigned budget lines
8. Reporting & Analytics:
a. Prepare biweekly and monthly consolidated reports covering all after sales processes
b. Use data to advise senior management on operational & process priorities and risk mitigation strategies.

KPI/OKR Guidelines:
What Success Looks Like:
1. You maintain a stable, high-performing aftersales support function that enables uninterrupted device servicing across the country.
2. You uphold strong relationships with SVC and ensure Samsung’s SLA commitments are met.
3. Branch teams and third party collection points follow SOPs with minimal errors, and junior officers are confident, well-trained, and effective.
4. You identify and prevent systemic issues whether they relate to product quality, repair delays, or asset security and make data-informed improvements to keep the business moving efficiently.

A Day in Your Job-life:
You start your day by reviewing SLA dashboards and unresolved aftersales cases, identifying any delays or compliance gaps. You check in with your After Sales Support Officers to unblock high-priority cases, escalate critical issues to the SVC/Group Back Office/Group Product, and review the daily support roster to confirm who’s on-call for assisting the sales team, Back Office, Dealerships and Branches.
Midday, you’re on a call with a SVC reviewing repair timelines and pushing for faster turnaround on delayed cases. You also align with managers at Watu branches and Third Party Collection Points on the compliance gaps, and collect training or resource requirements.
In the afternoon, you host a quick SOP refresher for newly on boarded dealership officers and review feedback from recent branch audits. Before wrapping up, you check in with the process and analytics teams on updates regarding raised tickets and update your workflow automation plan.
You wrap up the day by reviewing team training progress—confirming that all required modules in the Samsung Care Essentials course have been completed. You notify the customer care manager about who are the next batch to complete training. Just before closing your laptop, you scan the latest sales vs. recovery trends to identify which device models are being targeted for theft or flashing, ahead of tomorrow’s check-in with the wider Group Product team.

KPI/OKRs:
1. Process Improvement: At least 1 project every quarter to improve Aftersales Process flows
2. Aftersales TAT SLA: ≥95% Compliance
3. Samsung SVC SLA Adherence: ≥90% of repairs within defined timelines
4. Branch / Collection Point Compliance Rate: <5% error rate for branches/collection points in aftersales process executions during monthly & quarterly audits

What we are looking for:
Must - Haves:

• Bachelor’s degree in Operations, Business Administration, Information Systems, or similar
• Minimum 3–5 years’ experience in aftersales, technical support, or service centre operations
• Strong leadership and people management experience
• Experience in process analysis and improvement, with a track record of identifying inefficiencies and implementing scalable solutions.
• Proven experience with Google Apps Script, including scripting automation across Google Sheets, Forms, Docs, and Gmail/Gchat.
• Strong proficiency in Advanced Google Sheets and Forms configuration and logic.
• Proven relationship management with OEMs, service centres, or tech support vendors
• Deep understanding of SLA enforcement, and service workflows
• Excellent communication, documentation, and training skills

Nice-to-Haves:

• Experience with Samsung SVC, Knox Guard, or other MDM platforms
• Background in mobile device QA/UAT testing or product operations
• Familiarity with ticketing/case management tools and data analytics
• Process design or continuous improvement certifications

• Supervise and support After Sales Support Officers in handling all case types (thefts, recoveries, returns, replacements, repairs).
• Ensure high SLA compliance and documentation quality across all logged cases.
• Act as final escalation point for complex or sensitive cases, coordinating with the Group Back Office as needed.
• Manage day-to-day coordination with Samsung’s local and regional service/ warranty teams.
• Monitor service centre turnaround times and enforce SLA compliance through proactive follow-ups and reporting.
• Review and approve exceptional return, theft, recovery and repair cases; lead resolution of disputes.
• Conduct routine audits across branches and dealership collection points to ensure SOP adherence.
• Drive root cause analysis and retraining following major compliance or documentation errors.
• Own and refine SOPs to improve efficiency, accuracy, and policy alignment.
• Work with group product team to run QA and UAT on new device models and software updates.
• Identify quality trends and recurring defects from field data; escalate to group product team and OEM.
• Monitor and report on asset security trends related to stolen devices, device tampering/flashing, together with other portfolio quality metrics.
• Continuously monitor operational workflows, identify inefficiencies, and lead implementation of process improvements with a focus on automation, SLA visibility, and case tracking.
• Design, automate, and maintain internal workflows using Google Apps Script to streamline operational processes and reduce manual intervention.
• Develop and manage dynamic Google Forms and integrated Google Sheets dashboards to capture, structure, and analyse operational data.
• Collaborate with cross-functional teams to scope analytical needs, create custom reports, and support decision-making with clear, visual data outputs.
• Build organisational capacity for decentralised aftersales support by equipping branch, dealership, and junior support staff with the tools, training, and autonomy to resolve issues independently.
• Coach and mentor After Sales Support Officers, ensuring continuous upskilling aligned with emerging industry advances.
• Prepare and manage quarterly aftersales budgets in line with Watu’s financial guidelines. Budget lines include OW Repairs, Refunds from Returns, Courier Fees, and Third Party Rewards etc.
• Track actual spend against budget and report variances ensuring cost efficiency and proper resource allocation
• Prepare ROI & CBA associated with assigned budget lines
• Prepare biweekly and monthly consolidated reports covering all after sales processes
• Use data to advise senior management on operational & process priorities and risk mitigation strategies.

• Bachelor’s degree in Operations, Business Administration, Information Systems, or similar
• Minimum 3–5 years’ experience in aftersales, technical support, or service centre operations
• Strong leadership and people management experience
• Experience in process analysis and improvement, with a track record of identifying inefficiencies and implementing scalable solutions.
• Proven experience with Google Apps Script, including scripting automation across Google Sheets, Forms, Docs, and Gmail/Gchat.
• Strong proficiency in Advanced Google Sheets and Forms configuration and logic.
• Proven relationship management with OEMs, service centres, or tech support vendors
• Deep understanding of SLA enforcement, and service workflows
• Excellent communication, documentation, and training skills