This
resource will be responsible for developing, documenting, and executing the new
Designated service model for APAC
and to support the Global Operations strategic transformation plan and drive
implementation for all foundational customer service support through the
Designated service model, per the direction and high level strategy set by the
Head of Operations, APAC. The role is accountable for 3 key metrics i.e. revenue realization, margin contribution, and
customer satisfaction for all Designated Service Model clients.
Job Responsibilities
·
Lead,
oversee and manage the specific initiatives for Designated service model
customers that transform our Asia Pacific business and support our
customer-centric organization including;
o
Ensuring
the development of a simplified product
& service proposition
o
Implementing
a streamlined operational model
delivering efficiency, consistency and service excellence
o
Structuring
the organization compliant to relevant
metrics eg: spans / levels, cost envelope etc..,
o
Delivering
end-to-end functional alignment
including aligning matrix organizations in APAC
·
Establish a best in
class customer experience for all Designated service model customers.
·
Act as strategic and
functional leader of the Designated customer service model in close
collaboration with the Asia Pacific
Global Operations leadership team.
·
Provide proactive,
consistent, and effective communication throughout the customer focused design,
delivery and operation process.
·
Ensure that the
organization’s interaction with its clients deliver a differentiated service
experience that builds customer loyalty and net promoter scores.
·
Lead the organization,
from the front, driving change across the teams to accelerate revenue
realization while driving margin and cost to serve improvement.
·
To deliver x-axis support to customers by
functionally or directly managing;
o
All service functions
in the Designated service model team
o
Engineering function
to provide customers with design and configuration details for specific
technical components for both new and changed services
o
Field based project management
and provisioning resources to ensure on-time
and cost effective delivery of products and services
o
Oversight of the
center based functions to support the installation and on-going support of
services for Designated customers
o
Oversight of the center
based functions to resolve incoming customer inquiries for billing and service
related issues for Designated customers
·
Plan and lead timely
execution of initiatives that transform the business and meet business
objectives for the Designated service model team.
·
Develop, track and
report on key metrics and financial
objectives that drive targeted business outcomes.
·
Establish Standard
Client Deliverables for the Designated Model.
·
Lead and implement
programs that improve on-line adoption and utilization as well as assess other
tools as appropriate for implementation. In particular ensure the rapid
adoption of VEC and E2Ei across the designated customer base.
·
Implement cost
realization and customer satisfaction benefits from all VLSS & Vendor Management initiatives across Asia Pacific.
Person Specification:
·
You
should have a bachelor’s or master’s degree qualification
·
You
must have more than 10 years of relevant
experience, able to work at all levels in Verizon up to Vice President
Levels.
·
You
must demonstrate Global / international experience in manage and repair and/or
care and inquiry operational processes and thorough knowledge of end-to-end customer experience
functions and processes.
·
Your
experience in achieving results in complex, internationally distributed
organizations is a major plus.
·
You
must have the ability to work across multiple stakeholder groups and manage
competing / conflicting priorities to ensure targeted business outcomes.
·
Your
certifications in PMP, Prince2 Practitioner,
TOGAF or ITIL is a plus
·
You
must be an individual who embraces ethics, integrity and professionalism.
Click
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