Responsible for identifying service improvements, implementing processes, coordinating with stakeholders, and enhancing customer and employee experiences in Customer Operations.
(Senior) Specialist, Service Improvement
ROLE DESCRIPTION SUMMARY
The position holder is responsible for the identification and initiating of service improvement initiatives and onboarding as well as measurements/KPIs with the goal to increase the positive customer and employee experience in Customer Operations in alignment with the objectives and KPI's
The incumbent drives and coordinates such initiatives and their implementation in order to establish higher working standards, process and workflow improvements to drive overall customer success.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
COMPETENCIES
QUALIFICATIONS & EXPERIENCE
SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
For more information on SES, click here .
ROLE DESCRIPTION SUMMARY
The position holder is responsible for the identification and initiating of service improvement initiatives and onboarding as well as measurements/KPIs with the goal to increase the positive customer and employee experience in Customer Operations in alignment with the objectives and KPI's
The incumbent drives and coordinates such initiatives and their implementation in order to establish higher working standards, process and workflow improvements to drive overall customer success.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
- Identification and implementation of process/workflows improvements for the various departments in Video Services:
- Operational Areas (all video department in Customer Operations)
- 3rd Level Support and Integration ("engineering") functions,
- Service Implementation and Delivery
- Proactive and constant evaluation of processes with internal and external stakeholders in order to drive continuous improvement cycles in service delivery.
- Evaluation of needs and Development of training plans, working closely with L&D and Global Academy
- Preparation, coordination and follow up of organizational changes with all relevant stakeholders (i.e. Human Capital or management)
- Responsible for the establishment and maintaining of an idea and feedback system, promoting the suggestions by employees via common tools and feeding back changes etc. to the employees
- Tracking all implementation action and tasks in ADO and support all stakeholders to update and finalized he action and tasks.
- Provide solution based on Incident analysis and track that in ADO across function with the relevant stakeholders
COMPETENCIES
- Open mindset with a change agent mentality
- Deep business understanding
- Strong communication and presentation skills
- Trustworthy personality
- Ability to persistently follow up on changes and suggestions
- Understanding of interdepartmental workflows and proven experience to manage different stakeholders in a multicultural environment
QUALIFICATIONS & EXPERIENCE
- Bachelor's degree or equivalent working experience
- Minimum five years working experience in a similar role
- Excellent MS office knowledge
- Project management experience
- Knowledge of media broadcasting industry in seen as an asset
- Fluent in English, any additional languages are considered an asset
SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
For more information on SES, click here .
Top Skills
MS Office
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