Global Service Delivery and CRM

☞ Carestream Health

View: 101

Update day: 30-05-2024

Location: Mumbai Maharashtra

Category: Administrative / Clerical / Assistant

Industry: Nursing Home Facilities

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Job content

Date:Sep 30, 2021

Location: Mumbai, IN

Company:Carestream Health

Position Summary:

Concerning the Service Delivery component of the role: the BOC Service Delivery & CRM/Compensation Manager is responsible for driving standard work worldwide in all processes, tasks and services performed by the centers, ensuring the BOC teams are integrated into and in alignment with the value streams of the businesses and functional groups the BOC supports.
This role has to ensure BOC operations adhere to all established operating procedures, guidelines and business requirements, positioning the center operations to meet or exceed all service level agreements and to deliver an exceptional service experience to customers.
The Service Delivery & CRM/Compensation Manager is responsible for the effective execution of continuous improvement and change initiatives (both within the BOC specifically and working with key business partners and teams outside the BOC), driving greater efficiency, better control and consistency and or effectiveness servicing our customers.

Concerning the CRM and Compensation component of the role: the BOC Service Delivery & CRM/Compensation Manager is responsible to manage projects and tasks related to SFDC, Xactly and BMI with the support of a team of experts located in Mumbai, Shanghai, and Guadalajara. This includes the distribution of the workload based on available resources and available skills and according to the company needs and priorities.

The BOC Service Delivery & CRM/Compensation Manager works closely with business partners, aligning the systems functionality to meet the needs of the changing business environment. This includes technical activities like system and process support to the Sales and Operations Teams in the regions, data management and training.

Position Responsibilities:

Primary Responsibilities - Service Delivery
  • Develop and lead initiatives to improve operating processes of the defined functions of responsibility across the three BOC operations; including standardizing best practices across all centers that will provide a competitive advantage.
  • Ensure the BOC Teams are integrated into the end-to-end processes of the function they support.
  • Work closely with the stakeholders and BOC Leadership Team to identify opportunities to improve Business Operations Center performance, quality, and customer satisfaction.
  • Ensure that proper SLAs and KPIs are put in place that allows the managing of operational performance and customer experience.
  • Work with the BOC Operational Teams and BOC Quality Assurance Team on corrective and preventive actions to ensure SLAs and KPIs are met.
  • Works with the Quality Office to respond to customer experience feedback from eXceed surveys for the defined functions of responsibility across the three BOC operations.
  • Interact with the responsible functional leads to feedback process issues, identify process improvements and implement approved process changes.
  • Interact with the BOC Directors and the responsible team leads to improve utilization of the teams and to increase efficiency of the operation.
  • Lead or take part in regional/global projects with other business teams as required
  • Global Contracts & Billing Champion for the C4C Service system, becoming the main contact for problems, questions, lead projects, etc. working with both management, Service Contract Admins, and global/regional key contacts in the Service area.
Primary Responsibilities - CRM and Compensation
  • Manage projects and tasks related to the CRM and Compensation applications SFDC, Xactly and BMI.
  • Work closely with the business partners and or the Sales and Operations teams in the regions, aligning the systems to meet the needs of the changing business environment. This includes system and process support as well as data management and user training on the applications.
  • Lead and/or co-lead projects based on the needs of the business partners or the Sales and Operation Teams in the Regions.
  • Create improvement ideas for all applications and interconnected systems in scope to increase efficiency, to improve performance and to reduce waste.
  • Lead (remotely) the CRM/Comp expert team located in Mumbai, Shanghai, and Guadalajara.
  • Prioritize and allocate the incoming workload among the team based on expertise, skills, and availability. Make sure an appropriate back-up concept is in place.
  • Identify and maintain standard metrics to track and improve the team’s performance.
  • Coordinate and control all monthly, quarterly, and yearly routine work performed by the team. Verify accuracy of the results (particularly compensation payout), turnaround time and overall quality of the work.
  • Lead and develop the team by determining objectives for team members, evaluating performance, identifying gaps and related developmental activities like functional or individual training.
  • Liaise with the Global Compensation Manager to review the Annual Compensation plan and configure Xactly to ensure an accurate calculation of the commissions for all salespeople in each region. Design, update and maintain related reports as well as the user interface.

Required Skills & Education:

Qualification & Experience

  • Good understanding of Service Operations
  • Familiar with C4C, CRM and Compensation systems
  • Solid understanding of BOC Operations
  • Computer Science, Computer Engineering, or equivalent/related degree & programming experience
  • Solid Programming and Database foundations (SQL, HTML, Java Script, or any programming language)
  • Ideally Six Sigma Green / Black Belt certified
  • 5 years in a similar management position

Skills

  • Strong leadership skills – ability to take initiative and to strive for continuous improvement.
  • Excellent interpersonal, communication and collaboration skills – proven experience in leading and partnering with multi-functional worldwide teams
  • Resolution driven - capable to analyze and address complex issues
  • Customer focused – a passionate advocate for the customer
  • Change driven - passionate about applying new processes, tools, and technology
  • Results oriented
  • Pro-active, ability to work independently with high discipline
  • Proven project management skills
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Deadline: 14-07-2024

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