Key Performance Indicators – Response for the managing of core KPIs, including steering actions for improving performance within related business unit(s), i.e. Delivery Reliability, Days of Sales Outstanding, # of SOLI / FTE
Customer relationship management – manage customer relationships in accordance with related business unit(s), and sales strategies, e.g. perspectives, sales excellence, value-based management, key account management, and business rules.
Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.
Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments....
Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready, to check on details of the arrangements and liaise with Duty Manager, and Front Office Manager to meet guests if necessary.
Ensures that room rates, which have been updated by reservations, are followed.
· Provide excellent service and assistance to shoppers, tenants, and visitors. Act as main point of contact for inquiries, complaints, and general mall information to ensure a positive shopping experience.
· Greet and assist shoppers courteously and professionally.
· Handle customer inquiries, feedback, and complaints promptly....
Project Management : In project management, the leader would participate or sometimes lead certain projects. This includes : The new system goes live. New scope transition. New site transition. The leader would be expected to: Support/Lead transition activities (including knowledge transfer, hiring, training, etc). Support the transition team in resource allocation/management. Involve in Hypercare
People-oriented mindset, highly accountable, agile, and results-oriented. Acts as a servant leader. Lives the Roche values and leadership commitments, has a growth mindset and drives a collaborative culture in the organization. Represent and support the desired ways of working (Agile, LEAN, ITIL, VACC). Ability to work in, co-create and contribute to a highly complex and team-oriented global environment
Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured and highly complex environment. Drive cost-conscious spending behavior to manage team expenses. Able to thrive in a high performing organization. Have a strong entrepreneurial mindset to trust in your capabilities and power to influence outcomes...
Promote collaboration, address conflicts promptly, maintain a positive work environment, and ensure appropriate prioritisation of tasks.
Implement strategies to keep team members motivated, recognize efforts, and support work-life balance.
Support team members' well-being, promote diversity and inclusion, and encourage innovation and adaptability. Liaise with relevant teams (e.g. Compliance) to clarify and resolve issues as they arise. Provide advice and act as SME to stakeholders and / or other team members. Participate in committees and projects to ensure overall compliance with strategic and overall targets. Prioritize or escalate risks / issues as needed....
At the same time being responsible that the Commerzbank and its subsidiary Company global payment processes and policies are adhered to meticulously.
Identify weakness in processes, controls and ensure that expenses and month end processes are allocated to the correct cost center upon payment of invoices and passing accounting entries as required.
Provide direction, recommendations with the aim of strengthening the control environment; implement and / or support necessary changes....
Familiar of governingrules such as URDG 758, ISP 98 rules & applications and any other related policies that may come into effectfrom time to time, industrystandard, internal bank policies, local and international landscape.
Initiate/Assist and support in continuous, harmonization and improvement of process.
Supports Team Head Guarantees/ Head of TradeFinance / SeniorManagement in all initiatives for the betterment of the organization....