- Ensure overall delivery and quality of the business offerings to customers. Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivated work environment, and creating innovative approaches for improvement.
- Create a “Customer Service Culture” delivering quality service and improved customer satisfaction
- · Drive performance within the team by exceeding Quality promises and KPI deliverables
- · Review customer survey results and implement measures to improve customer satisfaction
- · Identify and communicate areas of concern / proposals to enhance the current business processes to the Regional Customer Service / Business systems teams
- · Coach and develop a team of motivated individuals through regular performance reviews and 121 discussions
- · Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable
- · Ensure QEM principles are followed and promoted within department
- · Identify training needs and ensure all team and functional training requirements are recorded and fulfilled
- · Participate and support the global/regional projects related to Customer Service
- · Assist in the rollout and drive the usage of new and existing product offerings by HL
- · Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams