Improvement Manager

Purpose: responsible for driving step-change improvements in the performance of CIS CC

Operations from agents through to customer.

will work on the top strategic projects and opportunities across CIS CC influencing business-critical decisions and taking the performance of the operations to the next level.

BASIC QUALIFICATIONS

? Bachelor's Degree in Engineering or Science-based subject

? Proven relevant management experience in either Business Consulting, Contact Centers,

Service Companies or Supply Chain

? Proven experience in of operational, process, and performance improvement projects including

process mapping and process re-design

? Proven experience across the full project lifecycle - analysis and design as well as

implementation

? Strong verbal and written communication skills

? Highly analytical and comfortable with large analyses. Able to quickly distill down complex

operating models and identify where the value and opportunity is

? English - intermediate

PREFERRED QUALIFICATIONS

? Experience and proficiency of hypothesis-led problem solving

? Ability to operate at both a strategic and operational level. Credible and impactful with Business

stakeholders, Operational Managers and CC teams

? Exceptionally high standards. Able to overcome adversity/resistance to change and influence

others to drive the highest results

? Entrepreneurial and action oriented with 'roll up the sleeves' attitude. Thrive in a fast paced,

challenging and deadline-driven environment

? English - upper-intermediate

RESPONSIBILITIES:

1. Map and analyze current CC processes
2. Design new innovative CX approaches and guide till implementation
3. Manage key projects from CC improvement plan focused on best customer experience
4. Lead projects of WAH MP Management improvement
5. Standardize processes and actively share best practice with CIS CC and SVC dep
6. Liaise between CC and SVC dep to drive leverage of cross-process excellence
7. Present proven achievements and deliver results