• Manager, SSC Customer Service (Process & Projects) 22/04/2019 Anywhere Full Time

    Department                 Customer Support Process & Excellence

    Location                      Singapore

    Geographic reach/span – Global

    Brief Description

    This position reports to the Global Head, CS Process & Excellence (CSE) and has primary accountability for defining and managing the processes for Shared Service Centers (Booking & Documentation Domain). This position will also coordinate overall SSC requirements for core projects related to booking / eCommerce and coordinate implementation of such projects with the SSCs.

    Key Result Areas

    • Define and Maintain best-in-class SSC Booking and Documentation Processes to implement the global CSE (Customer Support Excellence) strategy focused on Customer Centricity
    • Lead core CS & Doc Projects related to SSC for a timely and effective Implementation
    • Execute CS and Doc Process Offshoring to increase Efficiency and Effectiveness of Service Delivery, measured against efficiency improvement KPIs; project manage these transitions with the FLO from which it moves and the SSC to which the work is relocated
    • Center of Expertise for SSC Processes such as Booking / Outbound Documentation / Inbound Documentation / Customs and Regulatory Processes
    • Close collaboration with other CSE members / SPE (Sales Process & Effectiveness) Team / FLO CS Mgmt / Regional Mgmt / IT / eCommerce teams to achieve the above results

    Key Accountabilities

    • Review Process details for SSC in Booking / Documentation domains across all SSCs in close cooperation with SSCs, BPMs and GBS (Global Business Services) of Head offices to simplify / streamline for optimum effectiveness and to improve the Ease of Doing Business.
    • Follow Up on Execution of CS and Doc Offshoring from FLOs (Front Line Offices) to GSSC
    • Participate in SSC Projects for a timely and effective conclusion
    • Center of Expertise for SSC Booking / Documentation / Regulatory Compliance
    • Booking & Documentation / SSC Tools Center of Expertise
    • Stakeholder Management


    • Min 3 years’ experience in booking & documentation at specialist-level work in a centralized/shared services environment (essential)
    • Min. 3 years staff management experience (typical)
    • Strong hands-on experience in processes and IT systems (typical)
    • Experience in FLO CS, Project Management (nice to have)
    • Tertiary Education (typical)
    • Problem solving – ability to anticipate, identify and problem (essential)
    • Strong in communication, interaction & interpersonal skills (essential)
    • Customer focus – maintain a service attitude that improves customer perceptions and satisfaction (essential)
    • Demonstrated experience in developing and maintaining positive customer relationships (typical)
    • Process Management – understand the key concepts of work processes and seeking ways to improve them. Measure results by using process and quality measures (essential)
    • Business knowledge – comprehend the company’s commercial mission, how best to combine service delivery and execution between front office CS / Sales and back office functions (typical)
    • Customer focus – maintain a service attitude that improves customer perception and encourages return business (typical)
    • Communication – deliver accurate, clear, concise information and ideas to individuals and groups. Listen actively. Provide objective feedback and encourage suggestions (typical)

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