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.
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Running the day-to-day service business with proper resource planning to ensure profitable growth and improvement of service productivity.
Investing in improving the quality of existing service products and in developing new service products to expand the portfolio in line with global direction.
Driving continuous improvement culture in HSE and quality to achieve service excellence in your own area of responsibility.
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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.
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For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world. This position is within the Global IT - Global Business Services - SAP Center of Excellence. In the SAP CoE team we work in a team with direct colleagues in the SAP domian based and in Kuala Lumpur, Malaysia and Amersfoort, The Netherlands.
Managing defining SLA’s with service owners based on agreed IT SLA’s and providing regular updates on performance and status of continuous service improvement activities.
Participating during incident escalation management for Priority 1 and 2 incidents.
An active communicator via our internal platform Viva Engage
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Steer the build activities and manage all IT projects ensuring the quality, content, costs and deadlines.
Guarantee the operational stability & efficiency.
Guarantee the operational efficiency and Service Level Agreements of the technology and infrastructure running under his/her domains and ensure that the necessary evolutions are recommended and implemented.
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The Business Development Manager will drive revenue growth by promoting and selling comprehensive managed IT and cybersecurity services to enterprise and mid-market clients. This role requires a consultative sales approach, understanding client needs related to IT infrastructure, cybersecurity, cloud services, and network management. The ideal candidate will act as a trusted advisor, articulating value propositions that align with clients' digital transformation and security objectives.
Executive Thought Partnership: Serve as a thought partner for country and regional Grab leadership. You will champion Malaysia's agenda, ensuring regional product roadmaps reflect on-the-ground realities.
Performance Tracking & Analytical Insights: Monitor core business metrics and investigate anomalies. You will translate data into actionable problem statements
Team Leadership: Manage, develop, and mentor your team, helping them grow both analytically and strategically.
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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
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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
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