Associate Manager - Customer Service Management - BPO

1. Purpose of the Job

Primarily responsible for Customer Service Center/Customer Service Management and Reporting process covering NAZ Zone for accounts handled from GCC India

- Ensure that the SLAs and Business KPIs are met as per the Business requirement.

- Ensure compliance with company policies and MICS & SOX requirements

- Drive CSAT for internal and external customers

- Ensure Service Level for On-Time-in-Full deliveries to customers and prevent beer losses

- Manage customer request and handle complaints received via respective ticketing tools

- Drive Business value creation projects and ensure the implementation within budget and agreed timelines

- Ensure BCP plan is in place and continuity of the service is secured during business disruptions

- Manage periodical audit routines of the tasks/reports performed and prepared by the Team Leaders

- Develop people and drive engagement in the department in order to reduce turnover

- Deliver efficiency and automation initiatives for the department and implement the agreed projects according 1YP, while actively managing the ZBB People Package

- Alignment of priorities and common initiatives with country teams, Finance Zone teams, CSC Leads, Finance & Proc Service Managers, Employees and Sales teams

Accountabilities : 

- Customer Service Management strategy alignment and execution in GCC

- Act as a management contact for critical escalations regarding customer services

- Lead resolution of complex customer service problems, including alignment on process changes throughout the organization

- Actively participate in cross-functional innovative projects with customers and account teams aimed at improvement of customer satisfaction and delivering business benefit

- Establish and manage relationships with Sales, Supply, Finance and other functions

- Participate in both internal and external customer meetings in case of issues resolution or as part of project work

- Accountable for Ticket resolution of customers requests/queries within agreed lead times

- Reporting of own teams performance including RCA

- Ensure customer records are maintained and accurate in accordance with the principles of the Data Protection legislation and Internal Policies

- Align on direction and scope of activities performed by department in coordination with in-country, oversee the teams' activities and align resources as necessary to ensure customer satisfaction and quality performance

- Enhance efficient and constant collaboration between Key Account teams, GCC and in-country departments in day-to-day operations, achievement of common targets and cross-department implementation of best practices for Service Delivery

- Control People KPIs like Voluntary Turnover, Engagement score, Succession planning coverage and talent recruitment

- Ensure adherence to programs like Solutions EP, MICS & Compliance, Adopt,Internal audits etc.

Qualifications and Technical competencies

Education / Language skills

- University Master degree in Business studies or related

- Fluency in English

Experience:

- At least 2 years of experience in managing a team of supervisors or team leads

- At least 5 years of experience in Customer Management

- Related experience in working in an ERP environment

- Related professional experience in multi-national or FMCG environment

Behavioral Competencies:

- Strong influencer, able to challenge management and staff where appropriate

- Charismatic and dynamic

- Excellent team player, able to develop strong relationships with colleagues and peers

- Leads by example, and lives the companys values

- Ability to coach and motivate team members and foster a cooperative team environment

- Ability to communicate effectively both orally and in writing.

- Ability to build productive working relationships across functional areas

- Capable of being entrusted with confidential information

- Ability to cultivate an environment focused on customer satisfaction

- Ability to identify and document personal skill development goals and milestones

- Ability to troubleshoot problems for others

- People management and leadership skills

Technical and Process competencies:

- Budget management

- Ability to consider cost-impact versus customer-impact and able to find the right balance

- Computer skills (Microsoft office: Excel, Outlook, Power Point)

- Extensive knowledge and understanding of Customer Service Management processes

Key Metrics

- CSAT

- Service level

- First level resolution

- Average handling time

- Order processing within lead time

- SLAs delivery