21/06 Sunita Nakum
Recruitment Specialist at IARA

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Vice President/Lead - Customer Service - Internet/Online - North America/UK/APAC Region (10-16 yrs)

Bangalore Job Code: 711733

Job Title: Customer Service Lead North America, UK and APACregion

Location: Bangalore, India

1. Purpose of the Job : 

- Primarily responsible for Customer Service Center/Customer Service Management and Reporting process covering 3 Zones (EUR, NAZ and APAC)for accounts handled from GCC India

- Ensure that the SLA's 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

2. Business environment

 Main characteristics:

- CSC activities for UK and CSM activities for USA and Canada and for APAC Zonecover customer service and issue resolution either as in the first level interaction or via ticketing contact with second level resolution teams within other departments

- Newly annex scopes cover CFS activities and Front office activities for APAC

Key dimensions:

People :

- 5 direct reports

- 60 people overall

Geographies :

- North American Zone, European Zone, Asia and Pacific Zone

- Key countries: USA, Canada, UK.

Other countries: Austrialia, Cambodia, Fiji, Honkong, India, Indonesia, Japan, Korea, Laos, Malasia, Nepal, New Caledonia, New Zeland, Phillipines, Singapore, Sri Lanka, Tahiti, Thaiwan, Thailand, Vietnam

Key contacts: (internal - external)

- Operational Leadership in respective countries/Zones

- OTC/PTP/ PBS teams in GCC/other service centers

- Country Sales teams

- Employees in respective countries

- NoCC project teams

- Solutions Demand & Delivery Leads

3. 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

- Ensure Order processing on D-1, D-2 basis is done without OTIF impact

- Responsible for Service Level achievement within target - no beer losses

- Accountable for Ticket resolution of customer's 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.

4. Qualifications and Technical competencies required

Education / Language skills : 

- University Master degree in Business studies or related

- Fluency in English

Experience:

- At least 5 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 company's 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 (On-time & in-full delivery to costomer)

- First level resolution

- Average handling time

- Order processing within lead time (D-1, D-2)

- SLAs delivery

- NLP

- Chat bot

If interested, Kindly furnish below details in resume :

Current Ctc (Fixed +Var) : 
Expected Ctc :
Total Exp.: 
Relevant Exp: 
Reason for change: 
Report to: 
NP :

Women-friendly workplace:

Maternity and Paternity Benefits

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