Honeywell - Customer Service Experience COE Leader

Honeywell Customer Service Experience COE Leader

The HCSE COE Leader is primarily accountable for the Digital Transformation of the Customer Service Experience across Honeywell, building and operating a Global HCSE COE across the 4 regions China, India, Mexico and Bucharest (other locations may be added). They need to drive a Quantum Leap in End to End strategies and initiatives (Service Quality, Productivity & Process Capability) through best business practices, process and technology changes. This role will work with all SBG CSE focal leads in identifying the right process and technology to develop end-to-end solutions to supporting key CSE business processes. This role will align with the business strategy and act as a relationship hub for the Customer Service Experience and focus on providing exceptional user experiences across the HCSE COE to deliver HOS Gold core processes across the company.

This role will work closely with the existing Core-BPO(s) of Honeywell in the area of CSE transformation to draw best practices and help implement along with the SBG focals. It will help establish a working relationship across all fragmented in-house delivery groups (in CSE) to draw best practices and learning.

Specific Responsibilities:

- Digital transformation of the old GCSC in to a new dynamic Honeywell Customer Service Experience COE.

- Operating responsibility for the Honeywell Customer Service Experience COE, managing strategic and high level operations of the 4 global locations.

- Work with the CSE Leadership team to develop a robust set of Metrics to ensure we are proactive in our experience with the Customer.

- Partner with Customer Service Experience leaders to deliver solutions that enable the customer and partners (Contractors) to interact with HON in contemporary ways (Social, Mobile, Analytics, Cloud) and ensure delivery of enterprise wide emerging solutions and systems.

- Work across Honeywell resources to drive creation of a CSE playbook by gathering Industry and Honeywell specific best practices.

- Develop deep understanding of present Honeywell customer support and product support processes and strategies, identifying business problems that can be improved with technology and design solutions.

- Conduct formal customer reviews during project execution and project completion to confirm acceptance and satisfaction.

- Research and recommend innovative and contemporary solutions by leading practitioners, Consultants and Service providers in the areas of Customer Service Experience tools and solutions.

- Delivery of solutions that provide exceptional user experiences, ensuring that solutions support the goals of Customer Service Excellence transformation strategies

- Ensure ROI and revenue/margin impact from every solution - existing and planned

- Provide overall coordination for assigned projects from the identification of requirements through implementation. This role leads cross functional teams to complete projects at enterprise levels and identify opportunities to drive the business, projects, and/or processes forward.

- Ensure right and fast implementation of solutions strategy and drives robust change management process.

- Champion Honeywell User Experience (LUMA tools) focused solution implementation

- Utilize a rigorous Management Operating System and other tools to establish goals/ track progress identify improvement opportunities; establishing an environment of continuous improvement

Education level and/or relevant experience(s)

- Bachelor's degree required with emphasis in Business, Engineering or related discipline. Advanced Degree Preferred.

- Minimum of 15+ years of progressive professional business experience across diverse broad client group; including at least 5 years as a Sr. Leadership Experience handling customer service organization a must.

- Experience in Digital Transformation and IT-enabled services will be added advantage.

- Demonstrated ability to conceptualize complex business changes and structures, and the ability to plan and implement the resulting organizational changes.

Knowledge and Skills (general and technical)

- Strategic Planning: Ability to define the problem/issue and research objectives, charter and resource research efforts to create winning business strategies and solution demonstrated ability to work with Customers and Internal Executive Stakeholders

- Strong business acumen & demonstrated breadth and knowledge of contemporary shared services practices.

- Ability to communicate at all levels of the organization. Take action on potential risks and issues and provide proposals for solutions to senior management if escalation is required

- Strong process orientation; ability to bring structure to a broadly-defined problem and/or need

- Ability to drive results in a highly matrixed organization

- Customer focused and able to establish and sustain effective customer relationships.

- Account Management skills: Develops strong working relationships with business partners; taking ownership for meeting/exceeding customer needs with end to end service ownership mindset

Additional Qualifications and Certification

- Exceptional understanding of Customer Service Excellence processes at a global scale.

- Futuristic orientation and visionary, contemporary thinker focused on innovation and user experience

- Black Belt or MBB or Lean Expert certification a plus, along with demonstrated knowledge of Six Sigma values and tools in approaching and solving problems.

- Hands on experience of handling large scale change management in a multi-locational and multi-cultural organization a must.

- Interviewing skills, to talk with individuals and groups about their needs and ask the right questions to surface essential requirements information

- Listening skills, to understand what people say and to detect what they might be hesitant to say

- Analytical skills, to critically evaluate the information gathered from multiple sources

- Demonstrated capability to work across large business groups to institutionalize emerging solutions

- Ability to deal tactfully and confidently with internal and external customers

- Skilled in leading individual contributors, developing business cases, and delivering solutions in a highly matrixed environment

- Ability to lead in ambiguous situations, developing and energizing multi-disciplined work teams and apply new skills/techniques to business needs

- Flexible, adaptable and resilient in the face of change, as well as resourceful during periods of high workload demands

- Self-motivated, results oriented, customer-focused with strong bias for action