Division Manager - VP2

Technology Obsolescence - Task force - Data Specialist (VP1)

Lead, AI & Data Products (Technical)

Supply Planning Leader

Customer Engineer

Finance Analyst

Supplier Development Process Engineer

Head of Card Operations

Product Manager

Customer Experience Director

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>

﻿Responsibilities: Data Collection &amp; Integration: Collect and consolidate data from multiple sources, including: <ul><li>CMDB platforms (e.g., Remedy)</li><li>IT Asset Management (ITAM) systems</li><li>Vendor lifecycle and support data</li><li>Security, vulnerability, and patching sources</li><li>Ensure data consistency and alignment across asset, configuration, and lifecycle repositories</li><li>Validate data accuracy, completeness, and currency</li></ul> Technology Obsolescence Analysis: <ul><li>Identify EOL, EOS, and obsolete technologies across hardware, software, OS, databases, middleware, and cloud services</li><li>Analyze lifecycle risks by technology type, vendor, business unit, and criticality</li><li>Support prioritization of remediation based on risk, business impact, and exposure</li></ul> Reporting &amp; Dashboarding: <ul><li>Design, develop, and maintain interactive dashboards and reports using:</li><li>Power BI / Tableau</li></ul> Create Standard Views Covering: <ul><li>Obsolescence risk heatmaps</li><li>Aging and lifecycle timelines</li><li>Remediation progress and trends</li><li>Compliance and audit‑ready metrics</li><li>Enable self‑service analytics for stakeholders where appropriate</li></ul> CMDB &amp; Asset Management Support: <ul><li>Support the alignment of CMDB data with actual deployed assets</li><li>Identify gaps, redundancies, or inaccuracies in configuration and asset records</li><li>Drive improvements in asset lifecycle tagging, ownership, and criticality classification</li><li>Collaborate with ITSM, ITAM, and platform teams to improve data quality and governance</li></ul> Stakeholder &amp; Decision Support: <ul><li>Provide insights and analysis to:</li><li>Domain leads and task force leads</li><li>Project managers and delivery teams</li><li>Risk, security, and audit stakeholders</li><li>Translate complex data into clear, actionable insights for non‑technical audiences</li><li>Support business case development and roadmap planning with data evidence</li></ul> Data Governance &amp; Continuous Improvement: <ul><li>Define and document data definitions, metrics, and reporting standards</li><li>Automate data refreshes and reporting pipelines where possible</li><li>Identify opportunities to improve lifecycle visibility and predictive risk analysis</li></ul> Requirements: <ul><li>5–8+ years of experience in a data analyst or reporting role within IT or technology functions</li><li>Experience supporting modernization, risk, lifecycle, or transformation initiatives is a strong advantage</li><li>Bachelor’s degree in Information Systems, Computer Science, Data Analytics, or related field</li><li>Power BI or Tableau certification</li><li>ITIL or IT Asset Management certification is a plus</li><li>Data &amp; Analytics Skills</li><li>Strong experience in data analysis and visualization</li><li>Hands on expertise in:</li><li>Power BI (DAX, data modeling, performance optimization)</li><li>Tableau (dashboards, calculated fields, storytelling)</li><li>Strong SQL skills for querying large datasets</li><li>Experience working with structured and semi structured data</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>

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>

Responsibilities: <ul><li>Install, maintain, and upgrade customer equipment&nbsp;</li><li>Apply basic diagnostic techniques to assess equipment and address technical issues, with assistance from Senior Field Service Engineers [Customer Engineers]&nbsp;</li><li>Collaborate with Senior Field Service Engineers [Customer Engineers] and/or the customer to understand roadmaps, process flows, inflection points, requirements, and&nbsp;</li><li>business challenges&nbsp;&nbsp;</li><li>Train and mentor junior Field Service Engineers [Customer Engineers]&nbsp;</li><li>Perform preventative and corrective maintenance on electrical, vacuum, mechanical, plasma, hydraulic, and gas systems&nbsp;</li><li>Coordinate and communicate directly with customers&nbsp;</li><li>Fulfill additional duties, as assigned.&nbsp;</li></ul> Requirements: <ul><li>Completion of a Diploma and/or Bachelor’s degree, military technical training, field service experience, or trade certification&nbsp;</li><li>4-7 years of work experience in semiconductor industry or other equipment support industry&nbsp;</li><li>Advanced mechanical aptitude with pneumatics, hydraulics, electronics, vacuum, and/or thermodynamics&nbsp;</li><li>Strong knowledge of hand tools and their appropriate usage, including digital multimeters&nbsp;</li><li>Effective written and verbal communication skills&nbsp;</li><li>Basic knowledge of Microsoft Excel, Word, and PowerPoint&nbsp;&nbsp;</li><li>Possession of a valid driver’s license and the ability to obtain a passport, if travel is required.&nbsp;</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>

Responsibilities: Cross function collaboration: <ul><li>Coordinate Procurement, SQE, PDE, MPDE, Engineering Assess and document manufacturing capability, process maturity, and QMS compliance during PCBA new supplier qualification/Development.</li><li>Engage upstream and downstream raw material partners to improve delivery capability, capacity alignment, and supplier responsiveness.</li><li>Organize and lead regular cross-functional reviews with PDE, MPDE, and suppliers to address delivery risks, manufacturing readiness, and improvement actions.</li><li>Track and drive closure of cross-functional and supplier action items, escalating gaps as needed.</li></ul> NPI stage: <ul><li>Provide early manufacturing and engineer support for PCBA commodities from a sourcing and supply chain perspective to support supplier selection decisions (critical).</li><li>Conflict Management: Coordinate and facilitate DFM (Design for Manufacturing) discussions with suppliers, and Engineering to ensure manufacturing requirements are clearly understood and accepted (no design decision ownership).</li><li>Assess and document manufacturing capability, process maturity, and QMS compliance during PCBA new supplier qualification.</li><li>Act as a coordination interface between Procurement and Engineering, ensuring alignment on quality, commercial, and technical expectations without assuming design ownership.</li></ul> Approved Supplier Management: <ul><li>Drive yield, process stability, and delivery performance improvements at supplier sites.</li><li>Collaborate with suppliers and key supply chain nodes to improve lead time and delivery reliability, supporting company sample and production needs.</li><li>Partner with CM and Procurement to support SRM programs for strategic PCBA suppliers, with close tracking of action plan execution.</li><li>Facilitate cross-functional supplier improvement workshops (e.g. CoPQ reduction, lead time optimization) as a neutral coordinator, ensuring clear ownership and accountability.</li><li>Monitor progress and escalate unresolved issues where action items are not closed as committed.</li></ul> Requirements: <ul><li>Bachelor’s degree in Electrical / Automation/ Mechanical or any Engineering related majors.</li><li>At least 7 years of MPDE experience within PCBA (Industry relevant), connector and cable assembly Quality Management portion. Procurement, supply chain experience OR Total years of experience 10+ years in various industries including PCBA.</li><li>Knowledge on specific product and process as required (Connectors, Cable and Cable Assemblies, PCBA Tolerances and Cost Drivers)&nbsp;</li><li>In-depth knowledge of electronic manufacturing processes such as PCBA assembly (SMT/THT), box build, testing, and packaging</li><li>Understanding of supplier capabilities, capacity planning, and EMS operating models</li><li>Familiarity with DFM/DFA (Design for Assembly), component sourcing, and BOM management</li><li>Awareness of quality systems, certifications (ISO 9001,IATF 16949 and IPC- Association Connecting Electronics Industries), and related compliance standards</li><li>Ability to work with EMS partners on cost, yield, lead time, and continuous improvement</li><li>Experience supporting NPI, supplier qualification, and scale-up to mass production</li><li>Expert level with the tools related to supplier APQP process, include but not limited to PPAP, FMEA, CP, MSA, SPC, R@R and 8D methodology is a Plus.</li><li>Thorough knowledge of Problem-Solving tools (5-Why, Ishikawa/Fishbone diagrams, Fault Tree</li><li>Analysis)</li></ul>

Responsibilities: <ul><li>Lead the COPC team</li><li>Lead and responsible for day-to-daye operations to ensure SLAs and all deliverables are met</li><li>Streamline processes to reduce operating cost and turnaround time without compromising quality and risk.&nbsp;</li><li>Conduct internal reviews / tests to ensure compliance</li><li>Assist with data analysis, report findings, recommend corrective actions and preventive actions for review.&nbsp;&nbsp;</li><li>Proactively manage and resolve customers’ and business units’ feedback and queries promptly</li><li>Drive operations related projects &amp; process improvements</li><li>Lead and coach staff to a high standard of performance, productivity and service quality</li><li>Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to;</li><li>Ensure that operation procedures are kept up to-date;</li><li>Identify opportunities to improve productivity, efficiency and service quality in the team and within the division while assuming the role as a mentor to coach staff to ensure high standard of performance, productivity and service quality</li><li>Candidate must come from banking industry and done / doing cards operations. This is to manage total HC of 70 (incl TL &amp; Dep TL).</li></ul> Requirements: <ul><li>Bachelor’s degree</li><li>At least 10 years of retail banking operations, especially in Credit/Debit Cards Operations&nbsp;</li><li>At least 10 years of team management experience with a minimum size of 20</li><li>Able to multi-task and cope with change and diversity in a fast-paced environment</li><li>Experience in change management projects, including successful RPA and automation implementations.</li><li>Strong organizational and management skills with strong leadership qualities</li><li>Strong analytical and problem-solving skills</li><li>Strong interpersonal and communication skills with excellent verbal/written communication and interpersonal skills</li><li>Ability to think objectively and think outside the box when analyzing issues</li><li>Ability to work under pressure</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>

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255 process modeling Jobs found

Division Manager - VP2

Technology Obsolescence - Task force - Data Specialist (VP1)

Lead, AI & Data Products (Technical)

Supply Planning Leader

Customer Engineer

Finance Analyst

Supplier Development Process Engineer

Head of Card Operations

Product Manager

Customer Experience Director

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Skills

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255 process modeling Jobs found

Division Manager - VP2

Technology Obsolescence - Task force - Data Specialist (VP1)

Lead, AI & Data Products (Technical)

Supply Planning Leader

Customer Engineer

Finance Analyst

Supplier Development Process Engineer

Head of Card Operations

Product Manager

Customer Experience Director

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