Manager, Global Contact Centre

Manager, Global Contact Centre

Summary

Salary: Competitive
Team: Owner Experience
Location: Singapore - St James Power Station Headquarters

Accountabilities

1. Define and develop global contact centre strategy, policies, processes, operating models and formats, frameworks and standards to achieve the overall company’s objectives and blueprint.
2. Accountable for the driving the effective implementation and performance of the regional service teams to these global strategies, directives and standards.
3. Drive transformation of service operations from cost centre, revenue generating to profit centres while achieving world-class service experiences to our customers.
4. Work closely with IT, product owners, regions and 3rd party vendors to capitalise on digitalisation, RPA, machine learning, analytics tools and process streamlining to drive needed transformation from cost optimisation, revenue, operational excellence and customer satisfaction.
5. Ensure the operational delivery of the agreed service standards across all Service channels (contact centre, digital and self-serve) and regions, proactively managing teams on mitigation/improvement plans where standards and compliance are not met.
6. Lead the operational audits programmes and work with the regions to ensure their contact centre operations are optimised and compliant within agreed Group standards.
7. Define and execute on initiatives to increase NPS and overall Owner satisfaction YoY via effective global governance to drive alignment on any transformational or technology requirements/plans.
8. Develop global performance matrices and targets and drive improvement opportunities across regions.
9. Work closely with global and regional cross-functional teams to drive enterprise-wide initiatives that impact customer experience.
10. Ensure Aftersales scales to meet the needs of an expanding Owner base in the most cost-effective way, driving down the relative costs of customer service YoY.
11. Accountable for driving adoption of digital capabilities, to increase the profile of self-service through AI, Automation, Machine learning to demonstrate continuous improvement in digital share of activity in regions.

Skills Required

1. A good degree in Business, Engineering and related discipline.
2. Demonstrated contact centre experience in operations, strategy and policies development and vendor management, preferably with a global customer fronting organisation.
3. Proficient in contact centre and repair operations policies, processes, quality assurance, training, workforce management, performance matrix and systems.
4. COPC, 6-sigma, project management and change experience would be an added advantage.
5. Proven successes to drive service transformation and from cost centre, revenue generating to profit centre.
6. Possess strong business process and operations analytics skills.
7. Familiarity with contact centre and repair operations technology to drive down costs and drive value.
8. Experience working in global roles driving performance and transformation in regions.
9. Management of outsourced operations; deep understanding of the outsourcing journey.
10. Strong influencing and collaboration skills, managing diverse stakeholders.
11. Operational excellence, solving problems within set parameters.
12. Possess excellent communication, collaboration and relationship management skills.
13. Ability to plan, multi-task and manage time effectively.
14. Ability to work in a fast-paced and challenging environment.
15. Experience in working with international teams, across culture and languages.