Cluster Manager - Order Management & Logistics Process - Shared Service Center

Essential Function 1 : 

- Manage daily operation and work on End-to-end Process improvement

- Ensure the aligned SLA/KPIs/measurement are measured, met and reported in the agreed manner.

- Handle customer queries and escalations, ensure feedback to customer queries within agreed turnaround time.

- Contribute to and / or lead implementation of quality / continuous improvement projects.

- Support and initiate process improvement initiatives and related projects, be proactive and creative on contributing ideas for service improvement.

- Ensure proper back up and knowledge transfer within the team.

- Act as a back up for Sr Process Mgr/Shift Head in case of need.

Essential Function 2 : People Management

- Ensure the aligned SLA/KPIs/measurement are measured, met and reported in the agreed manner

- Make sure all the team responsibilities are performed and delivered with quality at the agreed time frame.

- Prepare and run daily team briefing/weekly team meetings.

Essential Function 3 : Relationship Management

- Respond to critical customer and internal customer inquires (first level escalation cases)

- Maintain positive work relationship with members of other teams in and outside of the SSC to whom information is provided or from whom information is gathered

Business experience :

- Excellent communication skills

- End-to-end process understanding

- Project Management experience - will be an advantage

- Desirable on working experience in a Shared Serviced Center

- Good SAP Module knowledge, Good knowledge of Excel, Word, Outlook.