MISSION:

• Supports the implementation, development, adoption and iteration of the Digital Customer Support strategy and roadmap in region, and ensures its integration with the strategic planning process, and the resulting business strategy and plans. Provide a single point of coordination and executive oversight for all digital initiatives and transformation projects in scope
• Set operational goals to secure highest levels of customer satisfaction and operational excellence while at the same time driving digitization, efficiency and growth
• Ensure organizational set-up is adequate to support resources dedicated to transformation streams
• Work with the Global Talent and Development lead to ensure the region have the right level of support in training and development and a strong talent management strategy
• Engage with global teams to understand and remove roadblocks which may negatively impact the regional Customer Support teams to achieve their goals
• Solve problems quickly, think strategically, and make data-driven decisions
• Advise and consent on organizational topics at managerial level
• Act as advocate, champion and change agent in support the organizational changes required to create and sustain digital capabilities
• In co-ordination with Customer Support Capability team drive standardization across Zones and countries ensuring consistency in methodology, adoption of tools and processes
• Work as a strong contributor to the Customer Support Capability team dynamic representing the voice of the customer in new innovations, deployments and enhancements
• Represent Customer Support Capability acting as advocate for adoption of all relevant projects and programs
• Act as expert interface to agreed global function representing Customer Support capability and ensuring strong links are built and sustained

• Business knowledge and experience min 10 years of diverse business areas or MBA certification
• Proven results at country and zone level
• Strong analytical and interpersonal skills
• Passion for customers
• Experience of business change projects and programs and driving change cross-functionally within a project environment
• Ability to develop good working relationships and operate as part of a team is critical
• Ability to interpret business objectives, digital strategy and customer experience to identify proactively issues and opportunities
• Ability to grasp detailed information and understand the impact on the customer journey
• Proven leadership and experience in influencing without authority
• Results oriented and ability to build networks and drive innovation
• Fluent written and spoken English

We offer attractive remuneration package to the successful candidates. Interested parties please submit your application with your full resume and expected salary. (Personal data collected will be used for recruitment purpose only)

Applications will be kept confidential and used for recruitment purpose only. The Company will retain the applications for a maximum period of six months and may refer suitable applicants to other vacancies within the Group.