Total 61 Manager Customer Service.html job vacancies in Information Technology category in The United States of America

Head of Customer Care

Bank Partners (Part of the Acacium Group)

Newcastle-under-Lyme with occasional travel to London

£60,000-£65,000 + 20% annual bonus

Permanent, Full Time



Unlock your potential:

Are you a confident and passionate individual? Do you thrive off targets and have experience leading and motivating large teams to drive results?

We have an exciting opportunity to appoint a Head of Customer Care, a strategically and proactively focussed role which plays a vital part in the success of Bank Partners. In this role you will lead our large Bookings and Customer Support teams, ensuring that we're delivering world-class customer service in line with our clients expectations, and driving these teams to deliver against sales and operational targets with a strategic view of the business.

Bank Partners (part of Acacium Group) is an established, reputable, multi-award-winning business that provide high-quality, independent staffing and services to some of the largest trusts in the NHS. We work in partnership with each of our trusts to support staff shortages across the wards seamlessly and efficiently. Our highly skilled healthcare professionals work with us because we’re able to offer them opportunities at some of the most prestigious NHS and NHS Foundation Trusts in the UK.



Every day you will…

Ensure an exceptional bookings service is delivered in order to manage client expectations and needs, and all regulatory and quality assurance standards are met
Create a seamless bookings system which focusses on worker retention in order to drive fill rate
Proactively manage relationships with senior trust managers to identify areas for improvement and enhance the bookings service to meet client objectives
Design an effective customer support strategy in order to ensure queries are dealt with in a straightforward and efficient manner
Lead, inspire and motivate the teams in order to achieve and exceed the delivery of business objectives
Provide clear strategic direction taking a proactive approach with decision making
Provide line management to 2 department Managers and oversee 80+ employees


What is in it for you?

Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your career
Opportunities to enhance your experience and skillset by moving across the global organisation
Flexible working model with opportunities to work from home
Workplace pension scheme
Gym Flex – discounted gym memberships, UK-wide!
Regular events and incentives
Discounted Tastecard membership
Reward Portal, offering discounts on shops, restaurants, and bars
Free flu vaccinations
Cycle to Work scheme
Health Assessments and Dental Insurance
Life Assurance, Critical Illness Cover and Private Medical Insurance


Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities, and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!



To thrive in this role, you must ideally have…

Experience leading/managing and driving performance within large teams
Experience of running a bookings, recruitment or customer support function
Strong stakeholder management and interpersonal skills
A solutions focused approach with the ability to motivate others


Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.

Proud member of the Disability Confident employer scheme

JOB DESCRIPTION:

As Regional Head of Customer Activation and Marketing, you deliver added customer value, through insights and data driven initiatives, driving customer centric and meaningful engagement, growing the loyal customer base and brand in the region. As a partner to the Regional Manager, you lead the business and people according to H&M values, standards, policies and procedures, in the marketsof Singapore, Malaysia, Vietnam, Philippines, Japan and Korea – Region East Asia (EAS).

Key responsibilities:

• Drive the global strategies, plans and frameworks and make them relevant to regional conditions (e.g Brand, BU, Media, CRM & Loyalty, Sustainability etc).
• Own the total picture of the regional customer activation plan, tying together insights, brand, loyalty and media to meet the region’s KPI goals and targets.
• Collaborate with regional functions to constantly adapt and challenge plan based on changing customer behaviors and patterns, working closely with both E-com and store.
• Set and follow-up on regional and sales markets KPIs and goals with management team, infusing the CA team’s insights and knowledge into the goals and budget process.
• Secure effective investments in media spend, content production & other costs and drive a customer and business data driven approach to assigning investments to different initiatives.
• Provide key results and analysis and collaborate with stakeholders in Global, Regional and Sales Markets to drive and follow up on results for the region.
• Lead your team of senior Group Managers and drive the direction of their work to deliver an omni world class customer experience and strong business results; encouraging a mindset of omni customer centricity, commerciality, test and learn.
• Create conditions to enable performance of teams and individuals through talent identification and development; proactive pipeline and succession planning, building a future organization and diverse team.

Key qualifications:

Being part of this journey means there is not one clear path. We ask of you to be open to change and take part in creating an organization for the future. This is an opportunity for open minded team players that by being curious, innovative and forward-thinking want to change our business and the whole industry. We ask you to be yourself, drive results, work towards goals and go for it with everything you’ve got.

Besides your personality we see that you have / are:

• Formal education in economics, marketing or equivalent.
• An experienced manager that has a proven track record of delivering customer centric results through creating excellent communications, media, store and digital activities in an OMNI setting.
• Experienced in steering and setting commercial plan, priorities and action at an omni level
• Expert level hands on knowledge of disciplines within marketing, communications, customer research, data analytics and having executed 360 activities in media.
• Relevant experience as a leader to varied teams in a multi-country context.
• Strong business acumen and ability to translate business context into needed actions with exceptional stakeholder management.
• Experience in working strategically (e.g Project Management) and strong analytical skills.
• You are a networker who easily connects with other people and mentalities across departments.
• You have proactive and solution-oriented mindset.

Serco’s purpose is to impact a better future
- we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.
Head of Marketing & Customer Communications
Hybrid – Attached to London/Hook with UK Travel
Full Time, Permanent
Band 2 / £70,000
- £85,000 (dependent on experience)
Here at Serco, we are seeking an ambitious Head of Marketing and Customer Communications to drive growth in a B2B context and lead on the delivery of our new UK & Europe marketing strategy. This is a pivotal role where you’ll oversee the delivery of campaigns across the Growth team as well as delivering the marketing strategy for our Defence business unit.

Your strategic insights and passion for delivering outstanding marketing operations will play a crucial role in contributing to the wider success of the UK&E Growth team. By analysing market trends and customer behaviour, you will uncover new opportunities that give Serco a competitive edge. You will need to be proactive in generating captivating and innovative ideas and content and putting them into practice. You will naturally infuse creativity into your work and become a ‘culture carrier’ at Serco. You will thrive in environments where you’re empowered to dive into projects, fostering collaboration and driving initiatives forward with energy.

As part of this you’ll:

- Marketing Strategy: Lead the tactical delivery of the UK&E Growth marketing strategy, ensuring alignment with broader business objectives.
- Develop Marketing Plans: Create and execute marketing plans for the Defence business unit which meet ambitious objectives, tailoring approaches to meet the unique demands of the sector.
- Line Management: Oversee a team of direct reports including a Senior Marketing & Customer Communications Manager, Marketing & Customer Communications Manager, and Graphic Design Lead, and provide leadership to ensure effective marketing delivery. Lead junior team members, supporting their growth and the long-term sustainability of the Growth function.
- Design High-Impact Campaigns: Develop and manage marketing campaigns using a variety of tactics such as organic and paid media, events, thought leadership, SEO, and email marketing.
- Analyse and Optimise: Collaborate with the Growth team to conduct customer research, analyse marketing data, and use insights to enhance marketing effectiveness.
- Event Management: Organise external customer-facing events to raise brand awareness and promote engagement with key stakeholders.
- Manage Budget and Suppliers: Handle the marketing budget and support the selection and onboarding of agencies and suppliers to ensure effective campaign delivery.
- Cross-Functional Collaboration: Work closely with colleagues in Business Development, Bids, Solutions, Experience Labs, and Market Research to ensure cohesive marketing efforts and strategic alignment.


What you’ll need to do the role:

- Marketing Experience: Proven background in marketing, ideally within the B2B industry such as Sales or Growth, with significant experience in external marketing and communications including corporate affairs, media, social media, and general marketing.
- Effective Stakeholder Management: Experience working with complex customer and stakeholder relationships, with the ability to influence and communicate effective across all levels.
- Communication Skills: Strong written and visual display skills, with experience in copywriting and editing, ensuring high-quality marketing materials.
- Line Management Experience: Proven ability to manage and lead a team, supporting their growth and development.
- Event Management: Skilled in planning and executing customer-facing events, from concept to completion.
- Analytical Skills: Capable of analysing complex data and identifying trends, providing actionable insights to drive marketing strategies.
- Ability to Challenge and Innovate: Comfortable challenging existing approaches and proposing innovative solutions to marketing challenges.
- Supplier Management: Experiencing managing relationships with agencies and suppliers to ensure effective delivery of marketing campaigns.

What we offer:

- Company car / £4200 cash alternative
- Bonus scheme – 10% on target, 20% exceeding targets
- Private healthcare
- Flexible working considered
- Pension – 6%
- A company passionate about diversity and inclusion
- Growth and development opportunities – Serco will support with a range of qualifications
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans and more
- A Serco benefits portal offering a wide range discount for major high street brands in Retail, Leisure & Hospitality
- Up to 25 days annual leave plus bank holidays, with the option to purchase more
- Life assurance


About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply
Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.

Proud member of the Disability Confident employer scheme

About ByteDance

ByteDance will be prioritizing applicants who have a current right to work in Singapore, and do not require ByteDance sponsorship of a visa.

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us

Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us.

About Our Team

The Customer Service Platform (CSP) is a team that integrate the product technology resources of the company's internal customer service system. Our mission is to provide users with efficient self-service solutions and provide agents with convenient tools so as to improve customer service experience.

Responsibilities

1. Lead a fullstack team of engineers and collaborate with PM teams to develop large-scale customer service platforms end to end that powers TikTok app and beyond

2. Drive the team's goals and technical direction to pursue opportunities in customer service domain.

3. Define long-term technical roadmaps and contribute to technical decisions on the team.

4. Responsible for building and optimising scalability, reliability and responsiveness of applications, and to deliver compelling end user experience.

5. Collaborate with multiple cross-functional teams to deliver high quality work in rapid product development.

6. Build a team of excellent technical ability, business vision and growth potential, foster a culture of ownership, continuous improvement and self-drive.

7. Keep at the forefront of emerging technologies and trends, research and evaluate the latest frontend and backend development frameworks, apply new technologies to drive iterative product improvements.

Qualifications:

1. B. Sc or higher degree in Computer Science or related fields from accredited and reputable institutions；2+ years of experience managing or tech-leading a software engineering team；

2. Experience of driving collaboration across cross functional teams on delivering shared goals；

3. Experience in developing large-scale consumer-facing applications end to end, with demonstrable expertise in deep optimisation of end user experience, stability & scalability, code modularity and rendering latency；Experience in leading challenging system design or technical initiatives

4. Strong JavaScript/HTML/CSS frontend engineering experience and strong familiarity with key concepts including asynchronous programming, closures and types, layouts, specificity, cross browser compatibility and accessibility；

5. Deep understanding of common open source distributed middleware and components such as MySQL, MongoDB, Redis, and MQ；

6. Deep understanding of the underlying design philosophy and implementation of common web frameworks, including React/Vue/Angular.

7. Good understanding of multi-tier application architecture and protocols, familiarity with product and software development lifecycle process；

Preferred Qualifications

1. Strong business acumen and data sensitivity

2. Passionate about software coding/development and building great mobile/web applications

3. Demonstrate the ability to work and thrive in diversified cultures

4. Industry experience in building customer service or related platforms is a plus

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ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Responsibilities:

• Manage the staff and the day-to-day operations of the Customer Service Department to ensure that the daily activities of the department comply with the Bank’s policies, procedures, relevant regulations and proper functioning of controls and that customer service standard is maintained at all times.
• Drive and support process re-engineering and digitization initiatives to improve productivity.
• Drive the core banking system change within the Customer Service Department.
• Ensure that Branch Operating Manual (BOM) is reviewed and updated in a timely manner.
• Ensure audit/compliance observations are closed in a timely manner.
• Identify, assess and review the performance of the staff and identify gaps, if any, and work with HR to upskill/re-skill the staff to increase operational effectiveness and efficiency and to future-proof all roles.

Requirements:

• Min degree with at least 10 years’ experience in a similar role with a bank
• Experience in retail banking services; Anti-money laundering policies and procedures; Financial Services Regulatory Environment; process Management.
• Industry knowledge in MEPS+; G3/CTS, including participation in annual industry exercise; SDIC knowledge and testing; ISO20022 project testing and involvement, an understanding of the banking industry and its best practices.
• Experience in FAST & Paynow system an added advantage

Please state your availability, current and expected salary in the resume.

Qualified or interested candidates, please visit our GMP website at www.gmprecruit.com/current_jobs/posting.aspx to apply for this position with GMP Job Code: 24192

Tel: 6233 0482 - Eddie Tang (R1221129)

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Eddie Tang | Registration No: R1221129

Job Objectives

Customer satisfaction is key to develop customer relations and Airbus services, it is also one of the pillars of Airbus’ strategy. The Airbus Regional Head of Customer Support (RHoCS) plays a key role to:

• Lead the team of Customer Support Directors (CSDs) and Regional Field Service (FS) teams;
• Develop personal relations with key Airbus customers’ senior and top management;
• Voice the regional customers’ requirements inside Airbus and escalate accordingly in the S organisation and notably all Business Lines (BLs);
• Promote and enhance Safety of Airbus aircraft operations by our Customers;
• Drive and improve Customer satisfaction in APAC.
• Unique to APAC region, the position also oversees and manages the activities of the supplier support team.

Job Description

The RHoCS is accountable for the application and consistency of the documented processes of Set-up, Deploy and Monitor customer support. The RHoCS also has a personal role to play in customer relationship management by acting as an escalation path, a facilitator, and ensuring that all customers in the region are treated in-line with Airbus’ strategy.

The primary responsibilities of the RHoCS are listed below.

Monitor and improve customer satisfaction through:

• Encouraging and guiding the CSD to lead the In-Service Core Team (ISCT) to develop and execute a customer in-service strategy as part of the customer’s Global Account Strategy (GAS).
• Prioritising and overseeing the execution of actions in response to feedback received, including as part of the Customer Satisfaction Improvement Programme (CSIP).
• Overseeing support and service activities throughout the lifecycle such as Entry Into Service (EIS), delivery of services, aircraft transfer etc., stepping-in to provide assistance to the ISCT when issues are foreseen or encountered.
• Ensures that the Customer Support team is actively and constantly monitoring the aircraft operations so that safety and fleet operations reliability deviations can be anticipated and corrective action plans launched in a timely and organized manner.
• Ensures that the Customer Support team can deliver Customer support based on Airbus value and the code of conduct, and in accordance with processes, technical constraints and commercial targets defined by the Company.
• Proposes and defines new business solutions, processes and commercial approaches in case the existing ones cannot address Airbus or customers’ expectations.
• Responsible to continuously listen and understand the market expectations in the region so that the right products and services offering can be developed to meet and anticipate customers’ needs.
• Oversees, coordinates and manages the activities of the supplier management team in APAC, in close engagement with the Central teams.

Foster the Customer Support team through:

• Translating and connecting the team to Airbus’ strategy.
• Seeking opportunities to empower, delegate and develop the team and individuals.
• Monitoring health and safety.
• Following and encouraging the application of Airbus’ values.
• Foster team spirit.
• Managing resources and budget in accordance with the Annual Operating Plan (AOP).

Synchronise Airbus’ and the Customer’s Operations through:

• Representing Airbus Senior Management in-front of customers’ management to ensure aligned Airbus communication and actions.
• Explains Airbus strategy and positioning in terms of Customer Support and Services. Ensures Customers perception and concerns are properly fed back into the Airbus organization and taken into account so as to facilitate continuous improvement as well as new services development.
• Working with the Customer Affairs (Aircraft Sales) organization to ensure that the roles and responsibilities of the participants to the Global Account Management Team (GAM-T) are appropriate, well understood, and followed.
• Working with other Airbus Business Units (BUs) to ensure the customer interface and approach is aligned.
• Continually assessing and proposing improvements to the “Set-up, Deploy and Monitor Customer Support” process.
• Acting as an escalation path to assist the ISCT to obtain company support to solve difficult customer issues.
• Ensures accurate and timely reporting of Customer operational and product safety concerns.
• Providing accurate, timely and relevant reports on customer and Airbus activities.
• Making commercial decisions and recommendations to best support Airbus and the customers’ interests.

The pre-requisites for the RHoCS include:

• Demonstrated customer and service mindset.
• Ability to build vision and strategy with a creative mindset.
• Significant personal initiative and tenacity, both when working alone and as a member of a team.
• Demonstrated multi-cultural experience.
• Problem solving attitude seeking simplicity, able to make well-considered decisions.
• Assertive, open minded, flexible and adaptable.
• Superior interpersonal and communication skills and experience in managing stakeholders at various levels in an organization.
• Attention to detail and strong risk intuition.

Job Requirements

• Degree in an aeronautical related discipline or business.
• At least 10 years’ experience or knowledge of airline operations, product support, customer support and services, aerospace related training, aircraft or support engineering, aerospace related technical sales and marketing, project management.
• Past Airline or Aircraft manufacturer experience on the technical, as well as on the commercial side would be an advantage.
• Particularly and highly concerned by customer support, service and service-minded.
• Good presentation and negotiation skills, written and spoken. Ability to speak other languages is a bonus.
• Result oriented, able to work autonomously and with short deadlines.
• Recognized managerial and leadership skills, ability to build and develop effective cross-functional team work, work with multiple stakeholders and perform in a multicultural environment.
• Strong ability and sense to build vision and strategy.
• Project management experience.

Lark

Lark is a next-generation team productivity suite that boosts organizations' efficiency, creativity, and engagement. It seamlessly integrates Messenger, Docs, Calendar, Video calls, Emails, OKR, and more into one easy-to-use app.

Why Join Us

Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.

Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

To us, every challenge, no matter how ambiguous, is an opportunity: to learn, to innovate and to grow as one team. Status quo? Never. Courage? Always.

At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and most importantly, the users we serve.

Join us!

About the team:

Our dedicated team at Lark APAC is driven by a shared passion for delivering exceptional customer experiences. Comprised of diverse talents and expertise, we are committed to guiding our clients through every stage of their journey with Lark products. With a relentless focus on innovation and customer satisfaction, we strive to exceed expectations and foster long-lasting partnerships.

Responsibilities:

- You will develop a Customer Success framework and strategies for Lark APAC, ensuring optimal customer satisfaction and retention.

- Lead the Customer Success team to cultivate exceptional customer experiences with Lark products, focusing on reducing churn, retaining and renewing contracts, and expanding current contracts.

- You will play a pivotal role in driving the management of strategic accounts through onboarding, implementation, training, and ensuring high levels of customer satisfaction through proactive measures such as increasing adoption and introducing new features and functionalities.

- Through ongoing interaction with customers, you will identify upsell and cross-sell opportunities to maximize revenue and customer value.

- Act as a dedicated advocate for customers, gathering user feedback on Lark products and effectively communicating it with the internal team to drive product enhancement.

- Collaborate closely with sales and product teams to design customized solutions tailored to meet customer requirements and align with their strategic objectives.

- Provide strategic direction and guidance to the Presales team, offering thought leadership and support throughout the sales process.

- Foster a culture of high performance within the Presales team, emphasizing collaboration and a commitment to continuous improvement.

- Stay updated on industry trends, competitor offerings, and market dynamics to inform strategic decisions and maintain a competitive edge.

Minimum Qualifications:

- Bachelor's degree or equivalent. MBA will be an advantage.

- You have prior hands-on people management experience in Customer Success and Presales functions within B2B SaaS industry.

- You are passionate about technology, you have a keen interest in new technologies and are able to adapt to rapidly evolving product organization and market.

- You possess a startup mindset. You're a go-getter who thrives in a dynamic and fast-paced work environment.

- You have strong problem-solving and management skills and excellent written and oral communication skills.

What We Can Offer:

- A dynamic and highly motivated team environment that encourages open idea sharing and fosters healthy debates to propel our product to new heights.

- A unique combination of resources of a large company and nimbleness of a startup. You will experience a dynamic work environment where your contributions are valued, and you have the resources to pursue innovative projects and ideas.

- Long-term growth opportunities and the potential to expand responsibilities.

- A dynamic office workspace that fosters in-person collaboration and innovation among teams.

- Engaging team-building activities to foster camaraderie and collaboration.

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Responsibilities:

• Manage the staff and the day-to-day operations of the Customer Service Department to ensure that the daily activities of the department comply with the Bank’s policies, procedures, relevant regulations and proper functioning of controls and that customer service standard is maintained at all times.
• Drive and support process re-engineering and digitization initiatives to improve productivity.
• Drive the core banking system change within the Customer Service Department.
• Ensure that Branch Operating Manual (BOM) is reviewed and updated in a timely manner.
• Ensure audit/compliance observations are closed in a timely manner.
• Identify, assess and review the performance of the staff and identify gaps, if any, and work with HR to upskill/re-skill the staff to increase operational effectiveness and efficiency and to future-proof all roles.

Requirements:

• Min degree with at least 15 years’ experience in a similar role with a bank
• Experience in retail banking services; Anti-money laundering policies and procedures; Financial Services Regulatory Environment; process Management.
• Industry knowledge in MEPS+; G3/CTS, including participation in annual industry exercise; SDIC knowledge and testing; ISO20022 project testing and involvement, an understanding of the banking industry and its best practices.

Please state your availability, current and expected salary in the resume.

Qualified or interested candidates, please visit our GMP website at www.gmprecruit.com/current_jobs/posting.aspx to apply for this position with GMP Job Code: 24192

Tel: 6233 0482 - Eddie Tang (R1221129)

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | Eddie Tang | Registration No: R1221129

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers.

Responsibilities:

• Oversee the day-to-day operation of the Customer Relations Team
• Ensure RED service standards are embedded in all our customers’ interactions
• Ensure performance key targets, SLAs and KPIs are achieved
• Ensure all regulatory reporting is within timescales and guidelines
• Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience
• Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed
• Directly reporting to Head of Customer Relations. You will have a working relationship with:
• 
  
• Head of Customer Centre
  Business Units
  Support Units
  Client Services Managers
  Operations including Operations Managers, Team Managers and Customer Service Officers
  Workforce Management Team
  Training Team
  Assurance Specialist
  Technology Team
  

Requirements

• 5-8 years’ experience managing telephony operations or online services
• Experience managing complaints across large customer base
• Experience in managing senior management and regulators
• Experience in Process Improvement Events
• Experience in leading a team of managers
• Good customer management skills
• Strong leadership skills to manage and lead different individuals who deal with challenging situations every day
• Positive, self-motivated and meticulous individual who has a clear and focused mind when handling negative customer VOC
• Ability to identify and address unstated needs of customer
• Strong focus on customers and business
• Excellent written and verbal communication skills and ability to communicate with people of different groups and levels of management
• Ability to think for the customer and not accept status quo

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.

As part of your application, you will be required to upload a cover letter (no longer than two pages) addressing the About You section of this role. Be part of a leadership team with significant impact on customer experience Be responsible for leading the delivery of innovative solutions and programs that supports customers and meets their diverse needs Parramatta location – Flexible working arrangements available Full-time - Offering a competitive salary package The Head of Innovation & Customer Programs position provides leadership and direction to the Innovation & Customer Programs business unit. The role champions the needs of customers by leading the delivery of innovative solutions and programs that supports customers and meets their diverse needs through: Driving innovation within the organisation and attracting innovation from outside the organisation for the benefit of customers. Leading the organisation in research for new products, product enhancements and product redesign and customer programs. Leading the development, delivery and embedding of new and/or enhanced products and services…

Click here to view more detail / apply for Head of Innovation & Customer Programs

We believe in better. And we make it happen.

Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

​​This role reports to the Principal Programme Manager, Growth.

As a Programme Manager, New Paid Customers, the role holder will be responsible for the delivery and management of programs and projects for the New Paid Customer roadmap as part of the Direct-to-Consumer Commerce Product team.

We are looking for a super-organized, results-oriented individual with proven record of delivery success in rapidly evolving environments.

Global Streaming Platform

Global Streaming Platform team develop and supports market-leading video streaming services, underpinned by state-of-the-art engineering principles. We do this at huge scale: for over 50 million customers globally, spanning NBCUniversal, Peacock, Sky, NOW, SkyShowtime and Showmax. No matter the device, the time or the place, we make sure that our diverse audiences can easily find and enjoy whatever they want to watch, choosing from the world's best entertainment, news and sport.

What You'll Do

• Manage the delivery of product features for key Commerce initiatives, working closely with product managers, designers, business stakeholders and technology teams
• Partner with other PMO and Delivery teams to ensure successful delivery
• Provide clear and consistent communication of program and project status for cross-functional teams, leadership, and stakeholders
• Proactively identify and manage risks, issues, and dependencies and develop plans to escalate and mitigate them
• Utilize enterprise project management tools such as JIRA, Confluence and other applications to manage the program and deliverables, while adhering to PMO processes, documentation standards, and best practices
• Support planning and roadmap activities to deliver key results based on established goals
• Champion the ways of working process through product roadmap to effectively deliver programs successfully

What you'll bring

• A minimum of 5 years of project/ program management experience
• Understanding of Product development lifecycle at scale
• Thorough understanding of Waterfall and Agile project methodologies
• Demonstrated effectiveness developing plans, prioritizing activities and driving execution
• Excellent written and verbal communication skills, including the ability to effectively present complex information clearly and appropriately handle sensitive information
• Strong organizational skills with experience coordinating multiple work streams simultaneously, proactively and independently
• Strong relationship building skills
• Proactive risk management
• Ability to problem-solve and think outside of the box
• Ideally experience of Airtable, Atlassian / JIRA Software Tools / Figma
• Ideally experience of the Streaming industry

The rewards

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here's a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & how you'll work

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

We've embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You'll find out more about what hybrid working looks like for your role later on in the recruitment process.

Your office space:

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There's also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

We'd love to hear from you

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.

But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we'll back you all the way.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.

HEAD OF CUSTOMER SUPPLY CHAIN We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world’s most loved drinks. We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing in exciting new products, innovative technologies and fresh ideas. This helps us to delight the 600 million people who enjoy our drinks every day. Our well-known portfolio in Australia includes the Coca-Cola family of products, as well as loved brands like Sprite, Fanta, Mount Franklin, Powerade, Jim Beam, Canadian Club and Grinders Coffee.   What will you be doing? We have an opportunity to shine in this leadership role of Head of Customer Supply Chain, where you will drive the end-to-end supply chain relationship with our major customers, maintain and manage…

Click here to view more detail / apply for Head of Customer Supply Chain (13418)

Regulatory & Control Operations (RACO) is a team of 2000 Operations Professionals, part of the Financial Crime Operations and Transformation (FCOT) team in Chief Operations Office (COO). RACO is accountable for the development, implementation, and ongoing leadership of the Group’s financial crime operations shared service. RACO leads the Group’s approach to managing Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) and Sanctions risks and obligations through the provision of the following operational services AML, CTF, KYC, Sanctions, ECDD etcYou will be part of the RACO leadership team, specifically leading the Customer Onboarding and Lifecycle Management function.This function includes the IB&M Global Client Onboarding Team, Group customer lifecycle management team, Know Your Customer collect and refresh services and the customer verification services team.The teams in this function are located globally across Sydney and New Zealand as well as  the Client Onboarding teams in multiple global CBA locations.What your Role Will involve:Strategy: Embed and execute a financial year…

Click here to view more detail / apply for Head of Customer Onboarding and Lifecycle Management

Job Advert

West Lothian Council, is a leading local authority with a proven track record of innovation, performance and achievement. We are looking to appoint an experienced senior manager to lead and manage the strategic direction of Housing, Customer and Building Services within West Lothian.

As Head of Service, you will be responsible for not only the corporate and strategic management of the service but also for shaping the future direction of the service.

As a member of the council’s Corporate Management Team, you will contribute to the development and planning of the council’s overall strategic objectives and will have a considerable role to play in influencing its direction.

You will bring leadership, energy and vision and have a proven track record of success in managing a similar portfolio of services at a senior level. You will have strong stakeholder management, strategic partnership capability, and an unfaltering commitment to getting it right for our communities.

You will be an innovative thinker, focused on effective outcomes and capable of delivering business objectives through effective people, resource and financial management and a continuous drive for Best Value.

With a proven flair for shaping change and leading people, you will have a crucial role in ensuring we continue to challenge ourselves to offer an excellent service to our residents.

Closing date for applications is 5 April 2024

Proud member of the Disability Confident employer scheme

Job Title

Software Implementation Customer Project Manager - Rocky Mountains - Western US

Job Description

Your role as Customer Project Manager is to manage multiple patient monitoring system software services implementations that vary in scope, size and complexity.  Projects can include IT solutions, capital equipment installation and systems integration.  You will also be responsible for leading a clinical and technical team for each project, to ensure successful customer experience and adherence to the defined statement of work.

Your role:

• Identify, understand, and document software services contract specific deliverables.
• Communicate value delivery to the customer as part of LAER model
• Support sales and service team’s annual business review with customers
• Help the sales team with software services contract renewal efforts
• Developing project plans; inclusive of the following elements, utilizing the Philips Project Management Methodology in managing, Comprehensive WBS (work breakdown structure), Change Management Plan, Communication Plan, Risk Management Plan, Stakeholder Analysis and Resource Management Plan
• Coordinating, leading and motivating a diverse cross-functional team of internal and external
• Sales, Clinical and Technical resources in coordination with the hospital provided project manager or point(s) of contact.
• Responsible for effectively communicating with all project stakeholders, and third party vendors. Including but not limited to regular project updates and regular project meetings as outlined in the project plan.
• May be required to work with the applicable Sales, Clinical, and Technical teams in the pre-sales phase to determine the best solution for a particular customer to assure the feasibility of the technical solution and how it will meet customer expectations.
• The Implementation Project Manager will be responsible for Forward Looking Inventory Management, Project Cycle Time, Forecast Accuracy, Revenue Recognition, and Customer Satisfaction.

You're the right fit if:

• Bachelor’s Degree required, or an equivalent combined experience/education in the areas of: Clinical Engineering, Information Technology, Project Management
• Knowledge and experience in Project Management and IT Integration within a Healthcare Environment preferred (i.e. Healthcare IT, Patient Monitoring).
• Excellent communication both verbally and in writing, in local language as well as English
• Ability to demonstrate effective influential leadership across all project resources/stakeholders
• Ability to effectively negotiate
• Ability to deliver highly satisfied customer experiences
• Ability to effectively manage and lead multiple projects concurrently
• Demonstrated proficiency in the use of MS Project and other standardized Project Management tools and documentation. 
• The applicable PMI certification per role/level is required for all Employees hired/re-hired into the CPM/CDM role (including internal transfers from a non-CPM/CDM role). PMI certification obtainment is required within a specific time period of an employee’s start date in the CPM/CDM role. This time period is defined by the role/level and will be documented in the employment offer
• This opportunity is virtual / remote-based within the Western United States with travel up to 25% of the time
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

Philips Transparency Details

The pay range for this position is $74,750 to $138,000, annually.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.     

#LI-PHI

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.