Tuesday, May 14, 2013

Associate Director – Service Program Management

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.

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