天津招聘

Job Responsibilities:

- Ensure that Export processes are executed in a timely manner, with a focus on delivering top-notch quality based on defined SOPs and established guidelines

- Monitor cluster performance against the KPIs agreed with CENCSBPO and ensure that action plans are put in place where required

- Ensure that global guidelines and processes are adhered to by the team

- Responsible for the main point for cluster/country Export CS issues within GSC’s or across functions

- Be the face of the GSC teams and ensure effective co-ordination with internal GSC CS production line teams

- Engage frontline Export CS colleagues to understand VoC. Review VoP and VoC, establish joint action / improvement plans and put them in place to improve customer satisfaction, i.e. CSS

- Co-ordinate with cross-functional teams within GSC or the cluster to ensure timely completion of tasks or resolve customer complaints

- Liaise with colleagues in the Centre to drive and implement Export process changes

- Maintain shift plans and deploy resources in an optimal and effective manner

- Set SMART objectives for direct reports and have periodic feedback sessions aimed at providing positive feedback and establishing areas for improvement

- Coach, mentor talented individuals in the team and SMEs to build up a strong succession plan and self development of direct reports

- Identify training requirements for direct reports and ensure feedback provided to GSC CS Cluster Managers

- Build up a scalable, dynamic team. Inculcate systemic thinking in the team, with an ability to look at upstream-downstream effects during decision making or implementation of process changes

- Continuously strive to improve Export CS processes, CSS scores by identifying opportunities to eliminate, simplify and standardize

- Ensure Visual Management system is deployed effectively and is used in periodic review cycles with colleagues in the frontline to identify opportunities for improvement

- Conduct DRM with the team and encourage best practice sharing, Kaizen initiatives.

- Reach out to fellow colleagues/peers to keep abreast of improvement initiatives deployed in other GSC sites to capitalize on best practices

- Drive the team and identify solutions, industry best practices to deliver a superior and best-in-class Customer Experience

- Ensure that the Customer Experience vision of ‘Trust, Cared for and Pleased’ is foremost in all process changes initiated, performance reviews

Job Requirements:

- A minimum of 5 plus years’ proven experience preferably in CS processes

- Expertise in key ML systems such as GCSS, RKEM, MARS and MePC or any exposure in leading ML frontline commercial teams will be an added advantage

- Understand the shipment life cycle and roles of CS, cross-functional stakeholders

- Customer Service background involving direct interaction with external customers.

- Customer-centric mindset with a focus on service orientation

- Experience in leading people is essential and required for this role

- A decisive decision maker who is results-oriented, with strong problem-solving and analytical skills

- Ability to manage multi-tasking, challenging deadlines and internal/external customers/colleagues

- Excellent communication skills both written and spoken

To apply for the above position, please click:

http://www.brecruit.com/job/?2-383.html&lang=zh-cn

BRecruit is a recruitment solutions provider with over 110 staff in Southeast Asia and China, and 28 dedicated to Recruitment Process Outsourcing (RPO), servicing clients with a focus on mid to entry level positions across industries and functions. Speed in delivery is essential and key throughout the recruitment process.

BRecruit’s specialist consultants in all locations worldwide work as a team and utilize a well-integrated and extensive global network. We have 25 wholly-owned offices worldwide. Our mission is to ensure our clients employ the right talent for their business launch and expansion, and to help our potential candidates take their career forward. Our lead time in sending shortlisted candidates is five working days.

BRecruit invests in developing proprietary technology and training to ensure Quality, Speed, and Quantity. QSQ is our core competency for trainings and our mission for clients, candidates and employees.