Manages and allocates incoming case flow for assigned team, with medium
scope and/or complexity, to enable team members to deliver effectively.
Is responsible for ensuring data quality and leverage of data to
understand case patterns and manage performance.
Responsibilities
* Support CX Area Manager to anchor and drive defined projects for Area CX across teams.
* Support CX Country Managers on defining local KPIs and ensure performance management cycles are in place and followed up across CX teams.
* Coordinate and review all CX functional excellence activities in Area and develop change management strategies to ensure successful implementation and adoption in support to CX leadership
* Drive process standardization across the Area CX function
* Actively drive e-commerce uptake and ensure stability/control in the Area CX activities through performance management and collaboration across teams
* Deliver defined projects for Area CX functional excellence activities
* Actively drive the strategy and execution thereof in the area CX functions (across countries)
* Actively drive process improvements in order to deliver on Area CX targets and ambitions for a good customer experience
* Drive implementation of good practices from fragmentation to scalable knowledge
Accountable For
* Driving and anchoring global initiatives
* Maintaining Operating System
* Deploying standard processes
* Receiving and deploying new processes and initiatives
* Change load in the area (within the CX function)
* Good practice Implementation
* Identifying opportunities to improve
Critical Competencies
* Excellent understanding and focus on Customer Experience and Execution of products
* Excellent understanding of products in scope
* Understanding E2E Business Landscape and Operational Excellence
* Highly structured and analytical
* Process improvement & Project Management skills
* Strong influencing skills and stakeholder management
* Result driven combined with the ability to achieve results through people•
* Proven leadership skills
* Challenge status quo
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