Reporting to Head of Customer Service Improvement, you will be assigned projects and asked to identify process improvement leads. You will be asked to :
Understand current processes,
Identify gaps, areas for improvement or problem root cause with functions, based on data & analysis
Define short term and long term innovative solutions with the functions
Scope projects and request resources needed
Drive implementation of required changes (KB, training,…)
Anticipate project risk, escalate issues and take corrective actions to reach targets
Provide regular KPI reports with data and actions to measure progress against the plan