Manager- Culture and Service Performance Client of Manpower Middle East Posted on August 8, 2018 12 - 13 years United Arab Emirates - United Arab Emirates Any Nationality Send Me Jobs Like This SEND Alert Set Successfully Opening 01 Job Description EMAIL JOB SEND Email sent successfully. SHARE JOB Manage culture building programs across specific areas of the organization in line with overall service vision and strategy e.g. Customer Service Month.Build capabilities and change mind-set/behavior of business managers/front line and support staff in terms of Service Culture, TOP service model.Work with senior manager to provide guidance in research and coordination with partners across various industries focusing on international trends in overall culture building initiative and activitiesImplementation of long term strategic view of the Culture and service performance unit, laying down culture focused standards in line with service charter and international best practices.Responsible for managing CRM Governance for the entire organization including the governance policy booklet, SR Creation/Deletion/modification and CRM dashboards. Reviewing and managing on ongoing basis the framework of CRM including Siebel. Approval of SRs and related changes as well as authorizing the modifications if needed in the processes related to CRMManage the development of dashboards specific to business units-creating transparency across the organization on VoC and other key indicators through dashboardManage the automation of dashboards and scoreboards, coordinating with various stakeholders and IT to ensure timely deliveryManage the problem solving, hypothesis development and recommendations that would enhance overall service framework across the entire organization.End to end implementation of the Knowledge Management function. Specifically to design, implement and sustain the portal that will be utilized by internal and external stakeholders.Main TaskManage the activities for developing and sustaining culture related programConduct focus groups and idea generation forums across the organization to improve sustainabilityHandle issues and debottleneck obstaclesGeneration of service improvement ideas through customer days, customer service months and culture trainingsImplementation of improvementsFilter high impact ideas and initiativesSet up weekly/monthly update meetings and problem solving session with GCEConduct problem solving in structured proven methodDefine problem statements, prioritizing issues and developing solutions with cross-functional teamsCreate transparency on progress and have regular updatesManage the unification of KPIs based on agreementsEngage key stakeholders such as HR, Business Performance, FIN and other support units along with Business to agree on One Vision and objective for ServiceImplementation of the service KPIs against aspirations as mentioned in Service CharterLiaise with IT and external vendors (if needed) to develop online Service DashboardsDevelopment of knowledge bank by involving all key stakeholders and senior leadership from Business and Support units.Ensure compliance and Risk adherenceManage the online development with IT and Vendors (if needed)Liaise with L & D HR, Products/GOPS and other support units to make it robust in terms of features/benefits and knowledge checksImplement the CRM enhancements that results in efficiencies and improved customer ExperienceDevelop Segmented TAT for request and complaints aligned to segments overall strategy and value propositionDevelopment a mechanism to regularly monitor the effectiveness of training and initiativesLead the development of Online Training programs to ensure refreshers are don in timeManage TOP experiences portalTOP winners identificationTOP eventTOP ClubManage the roll out of CSMLiaise with units to on board them to CSMAlign on the CSM themeAlign on roll out planAlign on success criterion for each unitAlign on rewards and recognitionAlign on marketing and communicationPerformance MeasuresDocumented training materials, training plans and sustainability initiativesNumber of trainings conductedStaff trained, staff certifiedImpact on service scoresDocumented framework/process to gather inputNumber of initiatives identified through feedback and I putsPrioritized list of action items and initiative ownersFrequency and structure of feedback/input sessionsQuality of Root cause analysis along with Best Practice SharingUnified KPIs for Service and Customer Experience across the entire organizationMonthly update of dashboard and scorecards (Service)Syndication and alignment by Business/Support units on KPIsReadiness of online dashboardUpdate frequencyUser friendlinessNumber of Products and services updated online with key features/benefits and informationMonthly CRM Dashboard released for the organizationNumber of initiatives implemented as a result of Root Cause Analysis from CRM monthly updates and meetingsStandardization of process for SR Creation/Deletion and modificationTraining YieldPost training effectivenessTraining content creationContinuous improvement in Training Methodology and OutcomesIncrease appreciations from internal and external customersDevelopment of TOP service focused culture with continuous improvement in service renderedImprovement in staff related CSAT1-2 Customer service months held in the organizationParticipation of front and back officesImprovement in Customer CSATKey ResultsBuild a robust mechanism of culture focused trainings and initiatives working with all units across the organizationBuild a robust mechanism of feedback and input gathering on customer days, culture and service training related areas frim all units across the organizationSpecific action plans and initiatives based on feedback and inputs from CMU and monthly CRM meeting-ongoing basis-Root caused analysis and recommendationDashboards and KPIs in place specific to Business/Support unitOnline dashboard and framework for transparency across the organization on ServiceKnowledge BankCRM GovernanceCustomer Service AcademyTOP ClubCustomer Service MonthPerson SpecificationEducationGraduate in Marketing or FinanceSpecialization in following areas is essential; Operations, Process, Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisitesExperience12+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change management and innovationKnowledge and SkillsTechnicalExpertise in Banking and Financial ServicesBanking Operations and Customer Service DeliveryProject management, planning and execution skillsStructured problem solving skills Company Industry IT - Software Services Department/Functional Area Administration Desired Candidate Profile Keywords CRM Project management Financial services Change management E-learning Relationship management Analytical Automation Continuous improvement Siebel REPORT THIS JOB Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. 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If you suspect any fraud or malpractice, email us at firstname.lastname@example.org People also searched for Dubai UAE All Jobs Service Manager Jobs in Dubai Customer Support Manager Jobs in Dubai Service Engineer Jobs in Dubai Administration Jobs in Dubai Banking Operations Jobs in Dubai CSM Jobs in Dubai Customer Service Delivery Jobs in Dubai Service Manager Jobs in UAE Customer Support Manager Jobs in UAE Service Engineer Jobs in UAE Administration Jobs in UAE Banking Operations Jobs in UAE CSM Jobs in UAE Customer Service Delivery Jobs in UAE Service Manager Jobs Customer Support Manager Jobs Service Engineer Jobs Administration Jobs Banking Operations Jobs CSM Jobs Customer Service Delivery Jobs Client of Manpower Middle East ManpowerGroup is a leading global name in innovative workforce solutions and caters to the human resource requirements of both small and large organizations across various industries. Founded in 1948, ManpowerGroup has expanded its reach from one office to a strong international network of 3, 500 of fices in 80 countries. The company involves working with over 400,000 clients and 304 million associates every year and assists them in increasing the productivity of their businesses by providing them with human resource and services like training & development, recruitment & assessment, career management and workforce consulting. The company has a vision to be a leader in the creation and delivery of innovative workforce solutions and services. The Group cares about its people and offers them various opportunities to develop their careers through proper training and planning. 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