AB InBev - Team Manager - Customer Service - Retail

Purpose of Position:

- Lead Customer Service Management team

- Coach & develop team to ensure expected SLA performance

- Escalation point from Front Office teams for Customer service issues

- Manage support for PTP process in UK

- Lead and Develop Customer Services for the country business-client

- Ensure efficient handling and resolution of customer complaints and enquiries (including sensitive, complex product and public liability issues)

- Minimize risk to the business, thereby protecting the company's reputation and building brand image

Accountabilities:

- Leading Customer service management in back-office organization

- Act as a contact for complex and escalated issues regarding customer services

- Lead solution of escalated issues and initiate changes throughout the organization necessary to sustain customer satisfaction and ensure the highest service level constantly delivered

- Manage excellent execution of in-scope processes by the team and ensure efficient co-operation internally (with Sales, Supply, Finance and other functions)

- Actively participate in customer related improvement projects - internal and external

- Drive standardization and automation of activities, constant improvement of operations, support initiatives

- Boost internal and external customer satisfaction

- Foster knowledgeable & effective working relationships with Key Account Sales managements teams

General management activities

- Regular reporting to the Customer Service Lead on progress, risks and issues related to Customer Services

- Back-up planning

- Maintenance of Training Tracking Tool and elaboration of action plans to minimize knowledge gaps

- SLA / KPI's achievement and yearly update, quality monitoring of team performance and take the actions to close the gaps

- Ensure maintenance / update of the process training documentation (L5)

- Review and recommendation of any enhancements for improving the current work flow in order to increase efficiency within the process

- Perform routine management (cascade, stand-up and one-to-one etc.) in accordance with Excellence Program

- Ensure PDCA management methodology is used for improving overall team performance or negative results

- Communication flow to and from team (positive interaction with external parties, GCC & in country employees)

- Best practice sharing within the overall business

- Assist in developing procedures for non-recurring transactions and events

- Perform other duties as requested by the Customer Service Lead

People management activities

- Ensure compliance with all safety procedures and safety training requirements

- Ensure work team is adequately equipped to perform their duties and responsibilities

- Administrative people management

- Create and maintain a positive work environment

- Execution of People Cycle in accordance with Excellence Program (Targets setting and cascading, Competency appraisal and Operational Performance Review, Personal Development Plans and Recovery Plans etc.)

- Delegate effectively within the team to ensure delivery of expected results

- Initial training, internal training plan, various operating applications

Relationships management

- Assist relationship building between the GCC and in-country departments, business unit and external customers

- Assist in establishing and maintaining appropriate relationships with third party providers

- Interface with other GCC teams to ensure compliance with cross-team responsibilities

- Ensure positive/structured/timely communication within the team

Experience:

- Min 3+ years experience in managing a team

- Min 5+ years experience in Customer Service Management

- Experience in working in an ERP environment

- Experience in working in a process-oriented organization