Samsung - CS System Management Role

Job Description Summary

Project manager for planning and overseeing system and process enhancement of global and local systems. Utilize Agile/Waterfall methodologies based on project design and deal directly with HQ teams to ensure smooth business operations

Job Description

- Lead business process innovation/enhancement & responsible for HQ and local projects management.

- Prepare process blueprints & GAP analysis.

- Managing Issues and enhancements from various departments Service operations, B2B, Call centers, Channel Innovations and VOC.

- Management TAT for tickets and regular follow up with concern team to resolve long pending & critical issues/developments.

- Strong analytic skills and a strategic orientation required, along with a demonstration of proactive thinking.

- Responsible for the creation and development of business reports and ROI.

- Helpdesk team management and issue resolution.

Person should have thorough knowledge of following areas.

- CRM management

- Business requirement gathering and feasibility analysis

- Strong SQL knowledge

- Understanding of Agile/Waterfall principles for project management

- SAP CRM knowledge is preferred