1. Main Objectives of this position:
- · Open ended to support this agile dept as per the requirements determined by PPM head.
- · Main focus on “Process improvements”, ”Process alignment” & drive related projects across ALL functions.
- · Demonstrate “strong“ cross functional expertise to switch between tasks/projects across different functions.
- · Partner with the business teams / Region to improve our NPS through process improvements
- · Drive Automation across the teams to deliver Efficiency / Process Improvement/ Customer Experience.
- · Ensure “zero unapproved” deviations from the processes handled by QSC/GSC.
- · Foster cross functional collaboration through Process Trainings / Build a strong Super User (SU) pool.
2. Function and duties:
- Drive NPS within the QSC. (e.g. proactive calling, customer connects etc)
- Trigger Improvements, via e.g. gap analysis and identify bundling potentials (QSC&GSC)
- Identify & develop Automation potentials for performance optimization & onsistency.
- KPI & QV development for local support KPIs (2nd level)
- Monitor & analyze Performance KPIs across functions.
- Action plan development and steering, in close coop. with regional and/or local stakeholders
- Conduct Blueprint & Process reviews, track implementation success of initiatives
- Support SOP creation
- Facilitate the Controlling team to coordinate with Business on ICCL tasks as required.
- Supports cross-functional projects/ Participate in Migration from Area to QSC or QSC to GSC/other projects as applicable.
- Trigger functional trainings / Facilitate External trainings
- Strengthen the local SU network.
Qualifications and Technical Job Requirements:
- Super users will be preferred.
- At least 3 years of relevant working experience
- Working knowledge of MS Office tools.
- Carries basic knowledge of Automation tools (e.g. RPA, Macro, AI etc)
- Fluent in written and spoken Business English
- Strong interpersonal and communication skills, with ability to develop good relationships across all levels.
- Good listening, negotiation & convincing skills. A team player with ability to work under pressure
- Need to possess stroing Analytical, creative, problem solving mindset.
- Well organized with good time management skills
- Willing to take ownership of tasks and responsibility
- Strong multi tasking skills.
- Promotes Best Practice sharing within the Region and Globally through various knowledge sharing forums.
Success Criteria for Position:
- Zero unapproved deviations in the processes.
- Improvement in efficiency.
