Global Service Readiness Manager

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Global Service Readiness Manager

The Global Service Experience team is hiring a Service Readiness Manager who will report into the Head of Service Readiness Seller Experience! This is an exciting role in Global Service Delivery which will work across a large portfolio of projects within the Marketplaces and GCX Tech Transformation program and other high impact initiatives, ensuring that change impacting GCX operations is handled effectively and consistently. This person will primarily lead change from the initial discovery phase right through to deployment and post-live support in a fast paced, ever-changing environment.

You will:

• Collaborate across a broad and varied landscape of support functions and partners – not least; Program Leads, Transformation Change Leads, Training, Workforce Planning, Front Line Operations, Project Management, CS Tech, Business Unit etc.
• Engage with various partners across multiple geographies and build clear engagement and communication plans to ensure change management is effectively implemented at all phases of the project.
• Take the lead to assess, anticipate impact and communicate change to a broad range of partners, including directors of different LOBs
• Act as Project Manager to ensure each project is captured into the overall portfolio and change is managed effectively
• Create customer experience analysis and deep dives to provide practical insights and recommendations to the business, acting as an authority to build great experience for our customers and representing the LOB in projects and initiatives.
• Build a framework that establishes our change management approach at each stage of the change (from planning to deployment) supporting high impact projects such as GCX Tech Transformation program and other Marketplace or GCX driven initiatives.
• Represent our team with a user centric approach attitude in key meetings to communicate and manage change.
• Work on a diverse set of projects to assess the impact of the change and ensure operational readiness for customers and teammates.
• Anticipate changes on key operational metrics such as Customer Satisfaction (CSAT), Average Handling Time (AHT), Transfers etc and work with project team to mitigate
• Work with other GSD support teams to act as a subject matter expert and sign off on training and online help content.
• Support with operational performance analysis to assess the impact of change, find opportunities for improvement & ability to generate innovative ideas and solutions.
• Support operational leaders in issues as vital, using those opportunities to improve processes
• Be a voice of the customer and teammate, to educate and influence other collaborators
• Review performance of topics and channels to recommend process improvement, workflow, content changes.

Job Requirements

• 5+ years’ experience in a customer experience environment
• Depth of knowledge in Sell, commercial, Financial service or regulatory an advantage
• Experience working in a global role environment, second language a plus
• Having people management experience is an advantage as you may lead GSR specialists.
• Experience managing projects end to end
• Passionate about customer and teammate experience and how to drive improvements
• Tech savvy, Excellent understanding of teammate tools, online help content and self-service options
• Effective change management skills and strong collaborative approach
• Strong data analysis skills, with good problem-solving skills
• Excellent presentation and communication skills
• Proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth
• Dedicated, able to work independently and deal with ambiguity form tangible paths to execution.
• Ability to learn quickly, prioritize numerous tasks, work independently and deliver results in a fast paced and dynamic environment.

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