About The Role

The incumbent is responsible for customer stabilization, retention, and optimization, ensuring stability in the customer experience. This role will establish clear KPIs and SLAs for defined customer programs, ensuring clarity of understanding and program execution expectations. The role will own the strategic operational roadmap for his customer(s), prioritizing and balancing the opportunities for greatest impact to the bottom line, while relentlessly driving optimization of the customer program across active geographies.

Program Management

Lead the governance and delivery of customer programs within the accounts that are assigned
Adopt a regional view of the operational program delivery and its associated impact to customers' strategic goals and objectives
Utilize appropriate programs and project management methodologies to give assurance that intended outcomes are identified and achieved
Collaborate with internal and external partners that are involved in the delivery of defined customer programs
Identify and rectify recurring internal process failures/ redundancies/ problems
Remove barriers to program execution

Customer Experience

Articulate the gaps in performance between customer requirements and our service level internally and externally
Define program improvements by analyzing data and trends
Drive the implementation of solutions
Serve as first point of contact with customers
Translate customer requirements into operational procedures, so as to enhance the overall customer experience

Continuous Improvement

Review existing operations and implement innovation processes to generate new ideas
Ensure the required continuous improvement outcomes are delivered
Participate in best practice sharing
Evaluate client-facing work scope and activities to assure maximum value and resource efficiency