Business Process Expert, Customer Service

Johannesburg - South Africa

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Work Flexibility: Hybrid

Summary:

Thepurpose of the role is toleadOrder Management Business Process initiatives.The focus of this role is to build capabilities within our customerservice departmentand find leaner improved ways of working and processes thiscan as well be achieved through new technologiesautomationand standardization.A key component of this role will be to drive ourstrategylead coach and develop therespective team (possible direct or dotted reporting line)as well as attracting and engaging top talent.

This role will embraceidentifyingthe current situation building the required capabilities defining the future addition it involvestechnicaltroubleshooting teamworkcollaboration professionalism and integrity to ensure that results are deliveredin accordance withthe strategic plansandobjectives.

What you will do:

Responsible forsupporting theoverall strategy and implementation ofsustainable order management business processesbe executing required work packages
Identifyingrequiredcapabilitieswithin the CustomerExperience organization
Support the Business Process Expert Teamand local teamswithidentifyingopportunities and implementing business improvement initiatives
Interact with other Business Process Expert Leaders and local key stakeholder
Drive innovation though automation initiatives
Drive process management/standardization initiatives
Act asfirst point of contact for the CustomerExperienceTeamsforbusiness process improvements related topics
Analyse andidentifyopportunities forprocess improvement implementations
Reviewingcurrent statusand align with key stakeholder and end user to define the next steps
Working withpossible external suppliers for innovative solutions
Analyse issues tracing themidentifyingand resolvingthem
Work with stakeholders to create and track thecapability buildingplan for the region
Perform Order end-to-end analysis to highlight bottlenecks
Deliver input formonthly reviewsof progress andreportingfor executive management
Provides training and support tolocalteam membersand colleagues

What you need:

Bachelordegree or equivalent
Fluency in English
6years experiencein Customer Service Operations or other relevantcustomer facing or relationship management roles
2years experiencein process management
Strong customer focus with a clear understanding of the wider issuesimpactingthe relevant markets
Demonstrated success in buildingcapabilities and involvement in business transformation
Well versed in Microsoft Office tools including Word Excel Access Power Point Visio or otherflow-chartingsoftware and/or Microsoft Project
Excellentinterpersonal skills
ExpertiseERP andCRM systems and practicesknowledge
Experience in Project Management

Preferred:

Project Management qualifications
Process Lean/Excellence/Six Sigma tools training and/or certification experience
Leading high performing highly engaged teams within a decentralized matrix organization
Experience in process standardization across matrix organization
Experience of working and collaborating within a matrix organization
Experience in international environment
Medical device standards and regulatory needs
Leading and managing projects
Experience in implementing sustainableordermanagementbusiness processes
Experience with Business Process Analysis
Project management certification
LeanBelt (minimum yellow)
Basic understanding and working knowledge of EDI and RPA
Experience of working with automating processesthrough3rdparty suppliers
Experience with continuous / process improvement
Experience in leading business transformation initiatives (process standardization)

Competencies & Behaviors

High level Profile

Breaths process management and efficiency.

Driven toestablishthe highest Customer satisfaction possible.

Sets Direction

Provides clarity on expectations through exceptional communication skills (both verbal and written).

Makes sounds decisions and selects effective approaches to solving issues.

Demonstrates agility and desire to learn and adjust priorities.

Has a clear understanding of customer- and market needs.

Builds Organizational Capability

Builds andmaintainssuccessful relationships with key internal and external stakeholders and customers.

Is innovative and supportsnew ideas.

Isa change agent and shows flexibility in responding to new or rapidly changing situations.

Inspires Others

A team player who effectively connectscollaboratesand fosters an inclusive environment.

Proven ability to build positive relationships and a sense of teamwork collaborative networks internally and externally.

Has high integrity and holds self and others accountable to the highest standards.

Delivers Results

A self-starter who enjoys juggling multiple issues at onetime andhas the ability toorganize and direct diverse activities in a changing environment often under time pressure.

Strong results orientation witha track recordfor delivering and achieving exceptional results.

Travel Percentage: 10%

Work Flexibility: HybridSummary:Thepurpose of the role is toleadOrder Management Business Process initiatives.The focus of this role is to build capabilities within our customerservice departmentand find leaner improved ways of working and processes thiscan as well be achieved through new technologi...