Customer Service - Process Lead

Work Schedule

Environmental Conditions

Job Description

Position Summary:

The Lead Advisor - GBS Global Process – Customer Care will play a key role, in contributing to the end-to-end optimal process design efforts across the Customer Care processes. The role holder will collaborate with various stakeholders to ensure effective and efficient process operations and identification and leverage of cross-process synergies. This role will help to fast track our journey with Generative Artificial Intelligence, turbo-charge our PPI activities and support our ‘Invest and Shift’ methodology during upcoming transitions. The Lead Advisor will contribute to the end-to-end designing of customer care processes in scope for GBS

Key Responsibilities:

• Act as a business analyst: Gather, review, analyze and present business data to support strategic decision-making.
• Create and optimize process maps: Use tools such as Visio and Promapp to develop detailed process maps and identify areas for improvement.
• Drive continuous improvement projects: Lead mid-scale projects aimed at improving business efficiency and effectiveness.
• Lead the ideation and embedment of gene.ai use cases: Lead brainstorming sessions and oversee the practical application of gene.ai within the business.
• Take part in the Digital Transformation of Customer Care processes with focus on already managed processes by GBS and on any potential future processes to be migrated over

Requirements:

• Bachelor's degree in a relevant subject area, Master's degree is a plus: Strong expertise in business, economics, or a similar team.
• 3-5 years of experience in a similar role: A solid level of industry and role-specific knowledge.
• Proficiency in Visio and Promapp is an advantage: Ability to create detailed and optimized process maps using these tools.
• Leadership and project management skills: Ability to coordinate teams and manage projects, initiatives effectively.
• Excellent analytical, communication, and collaborator management skills: Ability to analyze complex data, communicate effectively with various collaborators, and ensure high levels of collaborator happiness
• Has a commitment to continuous learning and continuous productivity improvements
• Excellent attention to detail required
• Self-directed, dynamic and customer-centric change-agent who thrives in a challenging and changing environment
• Highly collaborative; aligns effectively with colleagues and business partners to deliver results