Customer Support Operations Management İş İlanı

QUALIFICATIONS AND JOB DESCRIPTION

Customer Support Operations Management

Operation Management

· Managing operational performance of supplier(s) in the country

· Providing performance package for Cross Functional Teams and support Country Support Manager in preparation for Central & Eastern Europe, Middle East and Africa (CEMA) reviews

· Deep diving into performance with functions incl. structural issues. Working with other delivery functions to bridge gaps. Triggering and driving projects for performance/process improvements

· Identifying Corrective Action Plan (CAP) requirements. Implementing actions to meet KPI metrics goals. Understanding impact from other delivery functions & influencing their actions to achieve onsite/offsite delivery goals

· Taking responsibility for Case Closure and Backlog/Loan management with suppliers to prevent financial exposure

· Taking part in the ops review of other deliveries and represent the country.

Supplier Management

· Being Special Point of Contact for suppliers for operational topics

· Managing supplier performance through regular meetings

· Ensuring delivery quality and compliance with suppliers e.g. audits/assessments, close cooperation with Fraud team as needed

· Ensuring supplier readiness for New Product Introduction/ New Service Introduction and track supplier Training & Certification compliance

· Facilitating and leading end-to-end communication platform for Direct Suppliers (Contact Center, Offsite, Supply Chain) to reinforce end-to-end collaboration and best practice sharing where applicable if local ecosystem

· Ensuring correct supplier system setup and access to HP tools.

Escalation/Exception Management

· Acting as Escalation point for operational issues

· Leading technical escalations and manage through elevation process. Driving interlink with Business Escalations team and support customer communication as needed

· Reviewing all escalations/elevations end-to-end on regular basis as part of backlog management.

Experience And Education

· 2-4 years established track record in related business

· Excellent communication and presentation skills

· High level of business acumen

· Collaborative individual, able to work within virtual and cross-cultural teams

· Customer first approach attitude, adaptability and willingness for learning and sharing knowledge and experience

· University degree or equivalent work experience

· Fluency in Turkish and English language; other languages are considered an advantage

YASAL HUKUM

Manpower, Türkiye İş Kurumu’ndan 18.8.2016 tarihli ve 6 no’lu Özel İstihdam Bürosu izin belgesi ve 3.6.2017 tarihli Geçici İş İlişkisi Yetki Belgesi sahibidir. İş arayanlardan hiçbir ad altında menfaat temin edilmez ve ücret alınmaz.

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