Cloud Engineering Manager

Division Manager - VP2

Lead, AI & Data Products (Technical)

Senior Team Lead

Supply Planning Leader

Senior Manager – Technology Transformation

Finance Analyst

Supervisor Supply Chain

Product Manager

Customer Experience Director

Responsibilities: <ul><li>Lead the engineering, operation, and continuous improvement of enterprise cloud platforms across Microsoft Azure (primary), AWS, and GCP, including landing zones, networking, platform services, and secure cloud foundations.</li><li>Build and maintain standardized delivery pathways, CI/CD pipelines, infrastructure-as-code (IaC) modules, GitOps practices, and environment automation to enable consistent, scalable, and compliant deployments.</li><li>Drive an automation-first engineering model, reducing manual intervention through policy-as-code, automated workflows, AI-assisted engineering, and agent-based execution of routine operational activities.</li><li>Develop and mature AIOps capabilities, including anomaly detection, intelligent alert correlation, automated remediation, and measurable reduction of operational toil.</li><li>Design and operate infrastructure supporting enterprise AI workloads, including GPU/accelerated compute, managed AI services, model serving and inference endpoints, vector and retrieval services, and secure AI landing zones.</li><li>Partner with Data &amp; AI teams to provide scalable, secure infrastructure for AI solutions while managing capacity, quotas, workload isolation, and AI infrastructure consumption and cost reporting.</li><li>Lead cloud reliability, observability, and resilience, establishing service level objectives (SLOs), error budgets, metrics, logging, tracing, recovery playbooks, and validated RTO/RPO requirements.</li><li>Implement cloud security, identity, and compliance guardrails through secure baselines, policy-as-code, workload identities, privileged access controls, and Microsoft Entra ID integration.&nbsp;</li><li>Maintain platform compliance with applicable data protection and industry standards, including GDPR, CCPA, PCI-DSS, and SOC 2, in partnership with Global Cybersecurity and other governance teams.</li><li>Execute FinOps and cloud optimization initiatives, including tagging and cost allocation, rightsizing, scheduling, storage optimization, reservations, savings plans, committed spend, forecasting, and consumption reporting.</li><li>Support the organizations cloud-first transformation, including modernization and consolidation of VMware workloads and rationalization of AWS and GCP environments around strategic business requirements.</li><li>Lead and develop a globally distributed cloud engineering team, establishing engineering standards, structured code and design reviews, operational discipline, continuous learning, and accountability for cloud providers and engineering partners.</li></ul> Requirements: <ul><li>Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent professional experience.</li><li>10+ years of progressive cloud and infrastructure engineering experience, including at least 3 years leading engineering teams with accountability for production platform services.</li><li>Expert-level, hands-on experience with Microsoft Azure, with demonstrated experience building and operating environments across AWS and GCP.</li><li>Deep experience with platform engineering and infrastructure-as-code, including Terraform, Bicep, GitOps, CI/CD pipelines, landing zones, and automated provisioning.</li><li>Demonstrated experience implementing cloud automation and AI-enabled operations, including AIOps, AI-assisted engineering, or agent-based automation.</li><li>Hands-on experience supporting AI/ML infrastructure, including GPU/accelerated compute, managed AI services, model serving, or AI workload platforms.</li><li>Strong production experience with Kubernetes (AKS, EKS, or GKE), cloud security, identity, observability, and reliability practices.</li><li>Experience leading distributed engineering teams and supporting highly available, business-critical technology environments.</li></ul> Preferred Skills <ul><li>Professional certifications such as Azure Solutions Architect Expert, AWS Certified Solutions Architect – Professional, Google Professional Cloud Architect, CKA, Terraform Associate, or FinOps Certified Practitioner.</li><li>Experience with Microsoft Entra ID, workload identity, privileged access, Conditional Access, zero-trust principles, and policy-as-code.</li><li>Experience with observability and SRE practices, including Grafana, Prometheus, Azure Monitor, CloudWatch, SLOs, and error budgets.</li><li>Working knowledge of FinOps, cloud cost optimization, tagging strategies, reservations, savings plans, and consumption reporting.</li><li>Experience migrating and modernizing VMware and on-premises workloads into cloud environments.</li><li>Experience leading global teams across the Americas, EMEA, and APAC.</li><li>Experience within aviation, transportation, logistics, field operations, or other 24/7/365 operational environments.</li></ul>

Responsibilities: Service Operations Management: <ul><li>Lead and manage the First Recovery (L1 Application Support) team comprising approximately 19 analysts.</li><li>Ensure seamless delivery of 16x6 operational support (Monday through Saturday) and weekend coverage during Mainframe and AS400 IPL activities.</li><li>Drive effective handling of incidents, service requests, alerts, and operational tasks.</li><li>Ensure incidents are prioritized, triaged, and assigned appropriately to meet SLA commitments.</li><li>Act as the primary escalation point for critical incidents and major service disruptions.</li></ul> Incident &amp; Request Management: <ul><li>Drive achievement of the teams key KPI of maintaining a minimum 60% First Recovery Resolution Rate for all incidents received by the L1 support team.</li><li>Monitor incident trends and recurring issues, initiating preventive and corrective actions.</li><li>Ensure timely escalation of unresolved incidents to L2/L3 support teams.</li><li>Conduct incident reviews and implement lessons learned to improve service quality.</li></ul> Application &amp; Infrastructure Health Monitoring: <ul><li>Oversee proactive application and infrastructure health checks.</li><li>Ensure monitoring activities are performed consistently and operational issues are detected early.</li><li>Work with infrastructure, middleware, database, and application teams to improve system stability and availability.</li><li>Drive automation and operational improvements where appropriate.</li></ul> Knowledge Management: <ul><li>Establish and maintain a comprehensive Knowledge Base (KB) repository.</li><li>Ensure all recurring incidents, service requests, troubleshooting procedures, and operational runbooks are documented.</li><li>Promote knowledge sharing and continuous learning within the team.</li><li>Drive reduction of repeat incidents through effective documentation and process improvements.</li></ul> People Leadership: <ul><li>Manage, coach, and develop a team of 15–20 direct reports.</li><li>Perform resource planning, scheduling, workload distribution, and succession planning.</li><li>Conduct performance management, mentoring, and career development activities.</li><li>Foster a culture of accountability, customer focus, collaboration, and continuous improvement.</li><li>Ensure adequate staffing and capabilities are maintained to support business requirements.</li></ul> Stakeholder Management: <ul><li>Engage with application owners, infrastructure teams, business users, and senior management on operational matters.</li><li>Provide regular reporting on KPIs, incident trends, service improvements, and team performance.</li><li>Participate in governance meetings and operational reviews.</li></ul> Continuous Improvement: <ul><li>Identify opportunities to improve operational processes, tooling, and monitoring capabilities.</li><li>Drive reduction in incident volumes through root cause analysis and preventive actions.</li><li>Support operational transformation initiatives and service maturity improvements.</li></ul> Requirements: <ul><li>Bachelors Degree in Information Technology, Computer Science, Engineering, or a related discipline.</li><li>Minimum 8–12 years of IT experience with at least 3–5 years in a people management role.</li><li>Proven experience managing 15–20 direct reports in an Application Support environment.</li><li>Strong background in L1 and/or L2 Application Support.</li><li>Experience managing shift-based operational teams.</li><li>Demonstrated experience in Incident Management, Service Request Management, and Operational Support.</li></ul>

Role Description: <ul><li>The organization is investing in a small number of high-impact AI and data products intended to operate across its global station network. </li><li>Each requires a single accountable owner who can hold the technical architecture and the product direction together, from first implementation through multi-station scale.</li><li>We are looking for a Lead, AI &amp; Data Products to take that ownership.&nbsp;</li><li>This is a senior individual contributor role for an engineer or applied scientist who has moved into product leadership, not a product manager with adjacent technical exposure.</li><li>You will be expected to reason about model design, data architecture and production trade-offs at the level of the engineers building the system, and to hold the roadmap, business case and stakeholder relationships at the level of the executives funding it.&nbsp;</li><li>The role operates horizontally.</li><li>You will act as the single-threaded owner for assigned initiatives, working with the AI Centre of Excellence on patterns and feasibility, with Data Engineering and Platform on the data foundation, with Operational Excellence and the business product owners on process change, and with the forward deployed engineers in region on station rollout.</li></ul> This is a hands-on role. <ul><li>You will review and contribute to code, make architectural calls, and spend meaningful time at the frontline understanding operations directly rather than through documentation.</li></ul> Responsibilities: Technical product ownership <ul><li>Own the product end to end for assigned AI and data initiatives: discovery, technical architecture, roadmap, delivery sequencing and global rollout readiness.</li><li>Act as single-threaded owner. One person accountable for whether the product works, is adopted, and delivers its business case across stations and regions.</li><li>Convert programs into products.&nbsp;</li><li>Move initiatives currently run as projects onto a product footing with a roadmap, a lifecycle, named users and a benefit measure.</li><li>Make the build decisions: in-house, CoE pattern, capability center, or vendor. Own the trade-off and the consequences.</li></ul> Technical depth <ul><li>Set the architecture for AI and data products spanning forecasting, optimization, simulation, GenAI and agentic workflows, and defend it in technical review.</li><li>Work in the codebase. Review designs and pull requests, prototype where it resolves ambiguity faster than discussion, and contribute directly when delivery depends on it.</li><li>Own production quality: model robustness, explainability, evaluation, monitoring, latency and cost in service, not only at launch.</li><li>Build on the platform. Consume governed data through the semantic layer and apply CoE guardrails rather than constructing parallel capability.</li></ul> Business and delivery leadership <ul><li>Translate operational problems into technical solutions and, equally, translate technical constraints into terms operations and commercial leadership can act on.</li><li>Own the business case with the business product owner: the benefit hypothesis, the measurement approach and the reported outcome.</li><li>Lead without direct authority across engineering, data science, operations and regional teams, including delivery through the capability center and vendor partners.</li><li>Work from the frontline.</li><li>Regular Gemba at stations, with operational understanding built firsthand.</li></ul> Requirements: <ul><li>10+ years in engineering, applied AI or data science, with a substantial portion spent building and running systems in production rather than specifying them.</li><li>Demonstrable record of owning technical products end to end and scaling them beyond a first implementation into multi site or multi-market operation.</li><li>Depth in one or more of: forecasting (time series, probabilistic, hierarchical), optimization (MIP, LP, heuristics), simulation, or production GenAI and agentic systems, with working literacy across the others.</li><li>Strong Python and SQL, with practical command of the modern data and ML stack: cloud data platforms, pipelines, model deployment, evaluation and monitoring.</li><li>Experience influencing senior stakeholders and operating across engineering, operations and commercial functions without direct reporting lines.</li><li>Aviation, logistics or complex physical operations exposure is an advantage, not a prerequisite.</li></ul> Qualifications <ul><li>Bachelors, MSc or PhD in Computer Science, Engineering, Data Science, Mathematics, Operations Research or a related field. Personal characteristics</li><li>Technical credibility earned through building, not through managing builders.</li><li>Judgement on trade-offs between scope, speed and quality, with the confidence to decide under incomplete information.</li><li>Clear communication with engineers, operators and executives, adjusting register without losing precision.</li><li>Comfort with ambiguity and being accountable for outcomes rather than activity.</li></ul>

Responsibilities: <ul><li>Lead &amp; participate in the design, development, and maintenance of FMF-related applications.&nbsp;&nbsp;</li><li>Conduct impact analysis and internal data mapping during the design phase.&nbsp;&nbsp;</li><li>Collaborate with business analysts and stakeholders to finalize technical requirements.&nbsp;&nbsp;</li><li>Perform defect analysis and resolution.&nbsp;&nbsp;</li><li>Write and maintain Unix/Linux shell scripts to support automation and integration.&nbsp;&nbsp;</li><li>Execute SQL queries and updates to support application logic and reporting.&nbsp;&nbsp;</li><li>Manage and mentor junior developers, ensuring quality and timely delivery.&nbsp;&nbsp;</li><li>Coordinate with testing, infrastructure, and compliance teams to ensure smooth deployment and support.&nbsp;&nbsp;</li><li>Provide regular updates to project managers and escalate risks/issues with proposed resolutions.&nbsp;&nbsp;</li><li>Lead technical implementation of vendor products (e.g., Firco™ Continuity).&nbsp;&nbsp;</li><li>Perform gap analysis between internal requirements and vendor product capabilities.&nbsp;&nbsp;</li><li>Liaise with vendors to address product limitations, customization needs, and integration challenges.&nbsp;&nbsp;</li><li>Ensure compliance with internal standards and regulatory requirements during implementation.&nbsp;&nbsp;</li><li>Document technical specifications, deployment procedures, and support guides.&nbsp;</li></ul> Requirements&nbsp;&nbsp; <ul><li>Experienced in software development roles, with at least 2 years in a senior or lead capacity.&nbsp;&nbsp;</li><li>Proven eperience in banking or financial services, especially in compliance or payments.&nbsp;&nbsp;</li><li>Strong understanding of SDLC processes and experience in technical design and impact analysis.&nbsp;&nbsp;</li><li>Experience implementing and managing vendor products in enterprise environments.&nbsp;&nbsp;</li><li>Proficient in Unix/Linux shell scripting and SQL.&nbsp;&nbsp;</li><li>Hands-on experience with Java for defect resolution and enhancements.&nbsp;&nbsp;</li><li>Familiarity with payment technologies (SWIFT messaging, transaction flows) and AML systems&nbsp;&nbsp;</li><li>Experience with DevOps practices and CI/CD tools (Jenkins, Artifactory, SonarQube) will be an added&nbsp;</li><li>advantage&nbsp;&nbsp;</li><li>Degree in Computer Science, Engineering, or a related field.&nbsp;&nbsp;</li><li>Additional certifications in payment or compliance technology are advantageous&nbsp;&nbsp;</li></ul>

Role Description: <ul><li>Supply Planning Leader is accountable for end-to-end supply planning across an assigned product portfolio and multiple distribution centers.</li><li>The role ensures timely, cost-effective product availability while balancing customer service, inventory health, working capital, capacity, and logistics performance. This leader converts demand into feasible supply plans, manages risks and constraints, and drives cross-functional execution and continuous improvement in a global, matrix environment.</li></ul> Responsibilities: <ul><li>Develop and execute supply plans aligned with customer demand, inventory targets, business priorities, capacity, material availability, supplier constraints, and transportation lead times.</li><li>Ensure finished-goods availability and timely replenishment across distribution centers, regional warehouses, and source plants by driving MRP recommendations and monitoring plan adherence.</li><li>Lead weekly and monthly supply reviews and actively support S&amp;OP and S&amp;OE by providing supply status, reviewing demand outlook, recommending trade-offs, and driving approved actions.</li><li>Optimize safety stock, MRP policies, inventory deployment, stock coverage, turns, availability, and working capital while maintaining healthy inventory levels.</li><li>Manage phase-in and phase-out planning for the assigned portfolio.</li><li>Identify demand-supply gaps, capacity bottlenecks, material constraints, revenue risks, and service opportunities; lead root-cause analysis, recovery plans, prioritization, and allocation decisions.</li><li>Support customer-service targets, including Fill Rate, STR, OTIF, and PP Confirmation, by aligning commitments with realistic supply capabilities.</li><li>Partner with Demand Planning, Procurement, Manufacturing, Logistics, Customer Service, Product Management, and Sales on material availability, inventory strategy, supply risks, and executive reviews.</li><li>Prepare monthly and annual inventory and freight projections and improve sourcing and transportation economics, including ocean buying from source.</li></ul> Requirements: <ul><li>Bachelor’s degree in Supply Chain Management, Engineering, Operations, Business, or a related field.</li><li>10+ years of experience in supply planning, materials planning, inventory management, manufacturing, distribution, OEM, automotive, industrial, or aftermarket environments.</li><li>At least 4 years of team-leadership experience, with demonstrated stakeholder management, influencing, communication, and problem-solving capability.</li><li>Experience working effectively in fast-paced, global, matrix, and ambiguous environments.</li><li>Strong knowledge of supply and demand planning, forecasting, inventory optimization, capacity and constraint management, distribution networks, transportation, warehousing, and S&amp;OP/S&amp;OE.</li><li>Proficiency in SAP MRP and inventory planning, SAP IBP, and advanced Microsoft Excel; strong Microsoft PowerPoint and analytics capability.</li></ul>

Role Description: <ul><li>The role holder identifies and defines opportunities, builds the business case for each initiative, and leads delivery through internal technology functions and delivery partners. Initiatives are held to their intended outcomes, adoption and benefits, not go-live alone. This is a hands-on role. </li><li>The role holder personally designs, builds and deploys data, analytics, automation and AI solutions, and coordinates multidisciplinary teams.</li></ul> Responsibilities: <ul><li>Provide analysis and recommendations to help develop DHI’s technology, data and digital transformation agenda, for review by the Executive Director – Portfolio Operations and Intelligence.</li><li>Develop and maintain roadmaps for assigned initiatives, sequencing activity by value, dependency, risk and readiness.</li><li>Lead discovery and solution design with DHI departments, running workshops that define the opportunity, scope and intended outcome of each initiative.</li><li>Identify opportunities to improve revenue, productivity, customer experience, operational performance and decision-making through data, analytics, automation and AI.</li><li>Define value hypotheses, success metrics, adoption targets and value realisation frameworks for each initiative.</li><li>Design, develop, deploy and maintain data and analytical solutions, dashboards, automation solutions and AI-enabled products.</li><li>Build and maintain ETL/ELT processes and data transformation workflows.</li><li>Own the lifecycle of data, analytics, automation and AI products, from concept through deployment and adoption.</li><li>Define product vision, user requirements, roadmaps, backlogs and delivery priorities, based on the end-to-end needs of alternative asset management users, including investment professionals, portfolio managers, senior leadership and governance functions. Translate business challenges into technical requirements, user stories and solution designs.</li><li>Lead end-to-end delivery of assigned transformation initiatives, managing scope, schedule, cost and quality.</li><li>Ensure initiatives meet cybersecurity, data protection, privacy and AI governance requirements.</li></ul> Requirements: <ul><li>6 – 8 years of experience in technology transformation, data product development, applied AI, technology consulting or data-enabled transformation.</li><li>Demonstrated experience personally taking a problem through to a production-grade product.</li><li>Bachelor’s degree in Computer Science, Engineering, Data Science, AI, Mathematics, Statistics, Business or another relevant quantitative discipline.</li><li>Advanced degree, such as an MBA, preferred.</li><li>Technology, data and digital transformation planning and roadmap development</li><li>Data platforms such as Databricks, Azure AI Foundry, Spark, Hive or Palantir Foundry</li></ul>

Responsibilities: <ul><li>Responsible for all aspects of Accounts Payable, Accounts Receivable, Fixed Assets</li><li>Review transactions and documentation to ensure compliance with statutory and Group requirements.</li><li>Assist in cost monitoring and controls. Provide analytical support with insights on actual expenses and variances against budget</li><li>Work in a team to perform day-to-day accounting functions, month-end, quarter-end and year-end closing. These may include reconciliations, general ledger entries, Group and Statutory reporting.</li><li>Ensure timely and accurate completion of management accounts, notes to the accounts, cash flow projection and statutory and tax submission.</li><li>Provide support for the planning and budgeting exercise</li><li>Assist in system and process enhancements.</li><li>Liaise with external internal auditors, tax agent, company secretary, regulatory authorities, relationship manager and other parties to ensure compliance with all matters relating to audit, tax, statutory and Group requirements.</li><li>Perform any ad-hoc tasks and responsibilities which the superior may assign from time to time</li></ul> Requirements: <ul><li>Minimum 5 years of working experience in Finance, Accounting or Audit functions</li><li>Have a Bachelor Degree in Accounting or Finance or a professional accounting qualification (e.g ACCA/ CPA Australia/ CIMA)</li><li>Have working experience in a shared service centre / Global Business Service centre experience will be an advantage</li><li>Working knowledge and experience in SAP system is a must</li></ul>

Role Description: <ul><li>Lead and supervise end-to-end supply chain planning for New Product Introduction (NPI) and New Product Development (NPD) projects at the Shirwal plant.</li><li>The role converts project requirements into executable material, production, capacity, inventory, packaging and logistics plans from early project gates through prototype, validation, pilot build, PPAP/PSW, SOP and ramp-up.</li><li>The position ensures launch readiness, timely risk escalation, disciplined SAP planning and structured handover to the regular MRP planning team after SOP.</li></ul> Responsibilities: <ul><li>Team Leadership &amp; Governance: Lead the NPI planning team, assign project ownership, review priorities and represent supply chain in plant and project launch reviews.</li><li>NPI Planning &amp; Launch Readiness: Own supply chain deliverables from early project gates through prototype, validation, pilot, PPAP, SOP and ramp-up, ensuring material and capacity readiness.</li><li>SAP, Master Data &amp; Material Planning: Ensure timely setup of parts, BOMs, routings, sourcing and MRP parameters. Convert project demand into executable material plans and manage shortages and MRP exceptions.</li><li>Supplier &amp; Cross-Functional Coordination: Coordinate with Procurement, Suppliers, Engineering, Quality, Operations, Logistics and Project Management to secure materials, tooling, packaging, capacity and shipment readiness.</li><li>Risk, Cost &amp; Change Management: Maintain launch risk visibility and control engineering-change, inventory, premium-freight, capacity and obsolescence exposure through timely recovery actions and escalation.</li><li>Performance Improvement &amp; Handover: Standardize NPI planning dashboards and routines, improve data quality and automation, and complete a controlled handover to the series MRP controller after SOP. KEY DELIVERABLES / SUCCESS MEASURES</li><li>On-time completion of NPI supply chain deliverables and gate commitments.&nbsp;</li><li>Material availability and build readiness for prototype, validation, pilot, PPAP and SOP events.</li><li>Accurate BOM, sourcing and MRP master-data readiness before planning execution.</li><li>Clear visibility of shortages, capacity constraints, inventory exposure, freight risk and recovery dates.</li><li>On-time PPAP/PSW support, SOP achievement and stable ramp-up without avoidable customer disruption.</li><li>Controlled inventory, premium freight and obsolescence exposure through early risk management.</li><li>Timely and complete handover from NPI planning to regular series planning after SOP.</li></ul> Requirements: Technical Skills <ul><li>SAP planning and procurement processes (MRP, stock/requirements analysis, material master, PR/PO and inventory visibility) - mandatory.</li><li>Advanced Microsoft Excel, including analytical models, PivotTables, lookups, dashboard preparation.</li><li>Power BI or an equivalent reporting and visualization tool.</li><li>Working knowledge of BOMs, routings, capacity planning, production scheduling, inventory planning, supplier lead times and logistics.</li><li>Good understanding of automotive NPI/NPD phases, PPAP/PSW readiness.</li><li>Bachelors degree, preferably in Engineering, Supply Chain, Operations or a related discipline.</li><li>MBA or equivalent postgraduate qualification is preferred.</li><li>Strong analytical, problem-solving and data-management capability.</li><li>Clear communication, stakeholder management and cross-functional partnership skills.</li><li>Working knowledge of automotive manufacturing, launch planning and project-gate governance.</li><li>3 to 7 years of relevant experience in supply chain, material planning, production planning or NPI/NPD planning within a manufacturing environment.</li><li>Experience managing material and capacity readiness for new product launches from prototype through SOP and ramp-up.</li><li>Hands-on experience with SAP MRP, planning master data, shortage management and supplier follow-up.</li><li>Experience coordinating across Project Management, Engineering, Quality, Operations, Procurement and Logistics.</li><li>People leadership or team-coordination experience, with evidence of disciplined follow-up and escalation.</li></ul>

Responsibilities : <ul><li>Engage executive and corporate users to understand needs, decision workflows and pain points.</li><li>Translate requirements into clear product definitions, user stories and acceptance criteria.</li><li>Run structured discovery and experimentation to validate value and feasibility before build commitments are made.</li><li>Identify opportunities to extend assigned products from task-level support to broader workflow automation, and contribute these to the product roadmap.&nbsp;</li><li>Own the end-to-end delivery of assigned AI products, including Rocket, from definition through to launch.</li><li>Ensure quality, usability and readiness criteria are met before release to a senior user base.&nbsp;</li><li>Own assigned products after launch, driving iterative improvement based on usage data and user feedback.</li><li>Define, track and report product KPIs covering adoption, usage, accuracy, satisfaction and time saved.</li><li>Register and maintain AI use cases for assigned products within the agreed portfolio management process.&nbsp;</li><li>Act as the day-to-day product interface for executive and corporate stakeholders.&nbsp;</li></ul> Requirements: <ul><li>3 – 6 years of experience in digital or AI product management, product ownership or equivalent delivery roles.&nbsp;</li><li>Bachelor’s degree in a quantitative field such as information technology, business, finance, engineering or mathematics.&nbsp;</li><li>Hands-on experience in product management across discovery, delivery and lifecycle.&nbsp;</li><li>Exposure to AI, automation or data-driven products.&nbsp;</li></ul>

Responsibilities: Customer Experience Strategy &amp; Governance: <ul><li>Develop, implement and continuously evolve the Companys Customer Experience strategy, roadmap, service standards and priorities in alignment with overall business objectives.</li><li>Establish the Customer Experience governance framework and ensure clear accountability for customer experience performance across relevant functions.</li><li>Represent the Voice of the Customer within the organization and ensure customer insights are considered in strategic, commercial, product and operational decisions.</li><li>Establish cross-functional governance for significant customer-impacting issues, ensuring root causes, corrective actions, responsible owners and deadlines are defined and tracked through to closure.</li><li>Collaborate with Commercial, Marketing, Product, Technology, Network, Finance, Regulatory, Legal and other departments to deliver a consistent and seamless end-to-end customer experience.</li></ul>&nbsp;Customer Support Operations: <ul><li>Lead the Customer Support Operations function and ensure effective management of internal and outsourced customer support operations.</li><li>Ensure customers receive timely, consistent and high-quality support across all relevant customer service channels and touchpoints.</li><li>Define and monitor operational KPIs and SLAs, including service levels, response and resolution times, First Contact Resolution, productivity and other relevant customer support indicators.</li><li>Continuously optimize customer support processes to improve efficiency, reduce customer effort, improve service quality and control operating costs.</li><li>Oversee internal and outsourced inbound and outbound customer support operations and ensure third-party partners meet agreed service levels, productivity, quality and customer experience standards.</li><li>Define workforce dimensioning, capacity planning and resource allocation requirements for internal and outsourced operations based on customer demand, contact volumes and business requirements.</li><li>Establish and oversee effective escalation processes for complex, sensitive or unresolved customer issues, ensuring clear ownership and timely resolution.</li><li>Ensure appropriate business continuity and customer-support procedures are in place for network incidents, system outages, major campaigns, unexpected increases in customer demand and other high-impact events.</li><li>Assess and recommend technologies, systems, automation and self-service solutions that improve customer experience, operational efficiency and cost-to-serve.</li><li>Define the Customer Experience organizational structure and resource requirements, and oversee recruitment priorities, performance management, employee development and succession planning.</li></ul> Quality Assurance &amp; Continuous Improvement: <ul><li>Lead a structured Continuous Improvement program across customer-facing operations using customer feedback, operational data, quality findings and root-cause analysis.</li><li>Own the Customer Experience Quality Assurance framework, including quality standards, interaction audits, mystery evaluations, calibration, quality scorecards and corrective-action mechanisms across internal and outsourced operations.</li><li>Analyze customer complaints, repeat contacts, escalations, quality findings and operational data to identify recurring issues and root causes, and drive cross-functional corrective and preventive actions through to implementation.</li><li>Identify opportunities to reduce avoidable and repeat customer contacts through process simplification, automation, self-service, improved communication and permanent resolution of root causes.</li><li>Track Continuous Improvement initiatives and measure their impact on customer satisfaction, service quality, operational efficiency, contact reduction and other relevant business outcomes.</li><li>Lead end-to-end customer journey reviews and service-design initiatives to identify pain points, reduce customer effort, improve First Contact Resolution and enhance the experience across physical, assisted and digital touchpoints.</li></ul> Training, Knowledge &amp; Capability Development: <ul><li>Oversee the Customer Experience Training function and establish a structured capability-development framework covering onboarding, product and service knowledge, systems, processes, customer handling, soft skills, coaching and refresher training.</li><li>Ensure Training Needs Analysis is driven by quality results, customer feedback, operational performance and identified competency gaps, and measure the effectiveness of training interventions.</li><li>Establish and maintain effective Knowledge Management practices, including customer-care SOPs, scripts, FAQs, knowledge articles and operational guidelines, ensuring frontline teams receive accurate and timely information.</li><li>Promote a culture of customer focus, continuous learning and high performance through coaching, recognition and employee-development initiatives.</li></ul> Customer Analytics, Voice of Customer &amp; Insights: <ul><li>Lead the Customer Analytics function and ensure customer and operational data is converted into actionable insights for Customer Experience and the wider business.</li><li>Establish CX dashboards and reporting covering customer behaviour, contact drivers, complaints, repeat contacts, service performance, quality, satisfaction, retention/churn indicators and emerging customer trends.</li><li>Own the Voice of Customer and CX measurement framework, including NPS, CSAT, First Contact Resolution and other relevant customer experience indicators, establishing targets and monitoring performance against them.</li><li>Use surveys, complaints, customer interactions, research and other feedback channels to identify customer needs, expectations, pain points and emerging trends, ensuring insights are translated into clearly defined improvement actions.</li><li>Utilize customer segmentation based on relevant behaviors, preferences, value, demographics and usage patterns to support customer experience initiatives, service prioritization and relevant business campaigns.</li></ul> Product, Process &amp; Operational Readiness: <ul><li>Ensure Customer Experience is appropriately involved in the development and implementation of new products, services, campaigns, processes and customer-impacting system changes, with customer experience risks identified before implementation.</li><li>Establish operational-readiness requirements for major launches and changes, including capacity, processes, systems, training, knowledge materials, customer communication and escalation procedures, and monitor customer impact following implementation.</li></ul> Performance, Compliance &amp; Financial Management: <ul><li>Provide senior management with regular reporting on Customer Experience performance, customer trends, key risks, operational performance, Continuous Improvement initiatives and areas requiring management attention.</li><li>Ensure Customer Experience operations comply with applicable regulatory requirements, company policies, data protection requirements and industry standards in coordination with Regulatory, Legal and other relevant functions.</li><li>Develop and manage the Customer Experience operating budget and monitor operating costs, productivity and cost-to-serve, identifying opportunities to improve efficiency without negatively impacting customer experience.</li><li>Manage key Customer Experience vendors and partners, ensuring contractual commitments, SLAs, costs, quality standards and performance expectations are effectively monitored and managed.</li></ul>&nbsp;Requirements: <ul><li>Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field,</li><li>A Master’s degree or professional certification (e.g., CCXP - Certified</li><li>Customer Experience Professional) is highly preferred.</li></ul>

Skills

Industry

Location

Jobtitle

168 admin assistant cum executive secretary to managing director Jobs found

Cloud Engineering Manager

Division Manager - VP2

Lead, AI & Data Products (Technical)

Senior Team Lead

Supply Planning Leader

Senior Manager – Technology Transformation

Finance Analyst

Supervisor Supply Chain

Product Manager

Customer Experience Director

WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.

EMPLOYER

TALENT

COMPANY

Contact Us

JOBS BY SKILLS

JOBS BY FUNCTION

JOBS BY INDUSTRY

JOBS BY LOCATIONS

MODEL JOBS

JOBS BY CITY

Skills

Industry

Location

Jobtitle

168 admin assistant cum executive secretary to managing director Jobs found

Cloud Engineering Manager

Division Manager - VP2

Lead, AI & Data Products (Technical)

Senior Team Lead

Supply Planning Leader

Senior Manager – Technology Transformation

Finance Analyst

Supervisor Supply Chain

Product Manager

Customer Experience Director

WhiteCrow WhiteCrow is on a mission to connect companies with the best talent across the globe.

EMPLOYER

TALENT

COMPANY

Contact Us

JOBS BY SKILLS

JOBS BY FUNCTION

JOBS BY INDUSTRY

JOBS BY LOCATIONS

MODEL JOBS

JOBS BY CITY

WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.