Operation Excellence Manager
6 months ago
With the increasing expectations of clients and their behavior transformation, the very notion of service is transforming. Our Client Care Center is playing a key role in the client journey. We must provide best-in-class services to engage clients and prospects through all the different channels (calls, chats, emails ..) while communicating what makes the Chanel Difference and ensuring a consistent and connected client experience across touchpoints, markets, divisions.
Client Care Mainland China is looking for Top Talents from Mainland China and is keen with grooming talents to realize their potential and contribute to shape a unique and world-class experience for our clients of today and tomorrow.
Responsibilities / What you can bring to the team:
Strategy Planning
Data Analysis & Reporting
Design weekly and monthly reports, monitor, track, and analyze client care center related data in depth; Conduct in-depth analysis of client feedback, closely collaborate, and communicate with all relevant stakeholders to identify operational issues and provide improvement suggestions. Generate reports including summaries and recommendations, provide quantitative and qualitative feedback to business teams Draw implications from cases and provide voices of client to management team timely Ensure effective processes to capture insights through fruitful interactions between the team and clients; continuously drive the team to digest the figures and insightsOperations and Process Optimization
Identifying and highlighting further opportunities for services and process improvements Ensure the efficient and effective deployment of client service processes, focusing on quality, consistency, and responsiveness across regions. Expert on contact center manpower scheduling, to optimize scheduling according business and people needs Ensure delivery of Client KPIs targets including day to day service levels, client experience, quality measures and compliance measures Analyze performance measurement reports, embed a performance culture and relevant framework and review processes to drive achievements of service levels and improvements against set targets.Business partnership
Be the key contact window of client care, engage in and facilitate key stakeholder discussions with divisions to understand, analyze and development of solutions to improve client experience To proactively organize and hold regular engagement with key division contacts in line with client expectations. As the key contact person for combining global service standard and reusable components for integration of system, and user interfaces, as well as Mainland China CC2.0 optimization to meet service requirements.Project Management
Act as PMO for all client care projects, drive advanced services evolution. Service as a liaison with other regions Client care team, manage and lead the key project assigned by global or regional.Staff Development
Assist team members to maintain an orderly workflow according to priorities flexibly and be a positive team player, to collaborate across teams, disciplines and markets. Create an effective two-way communication strategy and framework to keep talents updated, involved and engaged e.g. Daily Huddle sessions, regular one-to-one sessions & etcProvide leadership and coaching for subordinates. Manage and maintain team morale and promote collaboration among team
Identify talent and strengths and provide the appropriate guidance for validation in order to well develop the right capabilities in the team Being an inspirational leader and visible at all levels and champions a people-first, client-first culture.Ad-hoc management tasks
Handle tasks assigned by manager according to business needsQualifications
Extremely strong on Excel and PPT and related digital tools. Experience is essential to be a success in this role. At least10 years relevant experience in operational data analysis and strategy planning is need. Strong analytical, strategic-thinking skills, and data manipulation skills. Knowledge of contact center process & methodologies Highly organized with strong attention to detail Excellent leadership, people management, communication and influencing skills at a senior level Substantial understanding of operation principles, technologies, key performance indicators of contact center operations Client service driven with excellent relationship management skills, ability to think strategically. Excellent communication, presentation, negotiation, coaching and influencing skills Team orientated, goal orientated, relationship builder and with adaptability to different personality types Aware of the importance of an active and conscious support of influential stakeholders and surrounding groups Proactive, self-driven, energetic with positive attitude, ability to work autonomously and with advanced problem-solving skills. Curious and self-initiated learner Capability of tackling multiple tasks with agility and efficiency under tight timelines and thrives under pressure. Outstanding written and verbal communication skills in English Accept flexible scheduling，comfortable working with ambiguity
Academic / Professional Qualifications:
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