Service Level Management

1. Administer and maintain CRM systems, ensuring data integrity, customisation, and user support. 2. Analyse customer data to generate reports and insights that inform business strategies and improve customer relationships. 3. Segment customer databases and develop targeted marketing campaigns and communication strategies based on customer behavior and preferences. 4. Provide training and support to CRM users, ensuring effective utilisation of CRM tools and processes across the organisation. 5. Develop and implement CRM strategies to enhance customer engagement and retention, aligning with overall business goals. 6. Collaborate with sales, marketing, and customer service teams to ensure CRM initiatives are integrated across all customer touchpoints. 7. Monitor and evaluate the effectiveness of CRM campaigns, using metrics such as customer satisfaction, retention rates, and revenue growth. 8. Stay updated with the latest CRM technologies and trends, recommending and implementing new tools and features to enhance the system. 9. Conduct regular audits of CRM data to ensure accuracy and compliance with data protection regulations. 10. Create detailed documentation and manuals for CRM processes and best practices to support continuous improvement and user onboarding.

1. Provide timely and accurate responses to customer inquiries, concerns, and complaints via phone, email, or chat. 2. Assist customers with placing orders, tracking shipments, processing returns, and resolving payment issues. 3. Demonstrate in-depth knowledge of products or services to effectively address customer inquiries and provide recommendations. 4. Escalate complex issues to appropriate departments or supervisors for resolution while maintaining customer satisfaction. 5. Maintain detailed and accurate records of customer interactions and transactions, ensuring data integrity and compliance with company policies. 6. Conduct follow-up communications with customers to ensure their issues have been resolved and their expectations met. 7. Diagnose and troubleshoot technical or service-related problems and escalate complex issues to appropriate departments. 8. Develop a deep understanding of company products or services to effectively assist customers and provide accurate information. 9. Engage in proactive support activities, such as reaching out to customers to provide updates, follow up on recent issues, or inform them about new features and services. 10. Build and maintain positive relationships with customers to foster loyalty and repeat business.

1. Develop and implement the strategic vision and direction for Global Business Services (GBS) to align with overall corporate goals. 2. Optimise and standardise GBS processes to enhance efficiency and service quality. 3. Oversee financial planning, budgeting, and cost management within GBS functions to ensure fiscal responsibility. 4. Build and maintain strong relationships with key stakeholders, effectively communicating GBS performance and value. 5. Lead transformation initiatives within GBS, leveraging digital technologies and automation to drive operational excellence. 6. Implement governance frameworks and performance metrics to monitor and improve service delivery across GBS functions. 7. Foster a culture of continuous improvement and innovation within GBS teams to meet evolving business needs. 8. Develop talent strategies and succession plans to build a high-performing team capable of delivering GBS objectives. 9. Ensure compliance with regulatory requirements and corporate policies across all GBS operations.

1. Ensure the delivery of high-quality services by establishing and monitoring performance standards and service level agreements (SLAs). 2. Build and maintain strong relationships with clients, promptly addressing their needs and resolving service-related issues. 3. Optimise service delivery processes to enhance efficiency and effectiveness, implementing continuous improvement practices. 4. Lead and develop the service delivery team, fostering a collaborative and high-performance work environment. 5. Develop and manage the service delivery budget, ensuring resources are allocated effectively to meet service targets and financial goals. 6. Implement service automation and digital transformation initiatives to streamline processes and improve service delivery speed and accuracy. 7. Conduct regular audits and quality assurance checks to ensure compliance with regulatory requirements and industry standards. 8. Analyse customer feedback and service performance data to identify trends, root causes of issues, and opportunities for service improvement. 9. Coordinate service escalations and crisis management efforts, ensuring timely resolution of critical incidents and minimising impact on service delivery.

1. Lead and oversee the daily operations of the Shared Services Center (SSC), ensuring efficient service delivery and adherence to service level agreements (SLAs). 2. Manage the budget and financial resources of the SSC, ensuring cost-effectiveness and financial transparency. 3. Build and maintain strong relationships with internal clients to understand their needs and provide effective service solutions. 4. Implement continuous improvement initiatives to optimise SSC processes and enhance service delivery efficiency. 5. Develop and implement service performance metrics and key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of SSC operations. 6. Oversee the implementation of technology solutions and digital transformation initiatives to automate processes and improve service delivery speed and accuracy. 7. Ensure compliance with regulatory requirements and internal policies within the SSC, providing oversight and guidance on governance and risk management. 8. Lead strategic workforce planning and talent management efforts within the SSC, including recruitment, training, and professional development programs. 9. Foster a culture of collaboration, innovation, and customer-centricity within the SSC team to drive service excellence and client satisfaction.

1. Develop and implement transformation strategies to drive organisational change and achieve business goals 2. Oversee and manage transformation projects, ensuring they are delivered on time, within scope, and within budget. 3. Engage with stakeholders to communicate the transformation vision, manage expectations, and gain support for change initiatives. 4. Identify and implement process improvements to enhance operational efficiency and support the transformation agenda. 5. Facilitate cultural change within the organisation by promoting a growth mindset, fostering innovation, and encouraging collaboration across teams. 6. Develop and execute risk management strategies to anticipate and mitigate potential barriers or challenges to successful transformation initiatives. 7. Utilise change management methodologies to guide organisational change efforts effectively. 8. Implement performance measurement systems and metrics to track progress, assess outcomes, and ensure alignment with transformation objectives. 9. Foster a continuous improvement culture by encouraging feedback loops, conducting post-implementation reviews, and refining transformation strategies based on lessons learned.