Senior Lead Specialist I Process Implementation and Support
Greenlee Textron Inc
Quezon City, National Capital Region,  Philippines
1d ago

Description The position exists for establishing, testing, implementing and supporting new processes and process modifications within ANZ Customer Care Team (MANZAT) for functions covering Enquiry Handling , Proposals, Order Management and Post Order activity which support the three AutoSol Business Groups.

To work collaboratively across all sectors of theorganizationtoensurethatbusinessprocessoutcomesareinharmonywiththeorganization’sstrategicgoals whilst providing day to day tactical support to resolve process execution issues.

Toprovide process trainingthatarealignedwiththeorganization’sobjectives.


Duty 1 : Support and help resolve day to day Process Execution issues

ActsasSubjectMatterExpertforexistingandnewBusiness Systems used in Customer Care and for all functional support from Proposal toShipment

Co-ordination of business system issue resolution by understanding the matter, resolving when user error or concern, and directing the concern to the right parties within Emerson, and ensuring all ANZ SME’s or functions are aware of issue and resolution

Assist in Oracle and other systems Integrated Acceptance Testing and emergency fix co-ordination (including liaison with, and expansion of capabilities of, CTS)

Responsible for ensuring Customer Care team are enabled in related systems including the creation of new Oracle EBS, CRM, Service Cloud and other related system accounts, Trax, TSE etc.

Supports the organization’s activities related to improvement of quality and performancemetrics

Duty 2 : Process Implementation and change

Creates and reviews documentation for newly introduced processes andreports

CreatesanewDocumentedInformationrelateddocuments and processes (e.g. procedures, forms, templates, manuals, articles, external documented information, etc) based on the documentation guidelines (e.

g. identification, description, format) resulting from process improvement activities

Responsible for testing on applications update releases (Oracle,CRM, Service Cloud, ProductAdvisor,MyEmerson etc)

Responsible for implementation and alignment of processes in the Customer Care team.

Provides clarifications and instructions to the team regardingtheupdatesonthefunctionalitiesofthetoolsand systems.

Identifies process improvement opportunities and recommends effective solutions to eliminatewastes

Assists in overseeing changemanagement

Challenges any new process or process modification proposals that may add wastes to PO, proposal, documentation and other functionalprocesses

Participates and represents ANZ Customer Care in Local and Regional CRM process establishment, training, testing and feedbacksessions

Duty 3 : Innovation and Process Creation

Records and reviews / assess the improvement / innovation raised by the business

Reviewsandassessesprototypesintermsofrelevanceand application to the requirements of thecustomers.

Spearheads and sponsors process innovationinitiatives

Analyzes the Value Chain Map / Value Stream Map to identify opportunities for improvement and project ideas to design the future state of the process and / or stream being analyzed.

Analyzes the gathered information from the Time and Motion Study to plan and predict the operations capacity and recommend resolution to balance and optimize the processflow.

Duty 4 : Internal Training and Communication

Understandsandseekscriticalinformationanddataneeded by theteam

Communicates policies, programs and decisions thataffect the team

Useseffectivecommunicationtoolslikeflowcharts,process flows, diagrams, etc. to effectively communicate processes, business and team performance.

Conducts team meetings to address issues and concerns, escalations and improve processes

Keeps management informed and updated on matters affecting their team morale andperformance

Education :

University degree or equivalent (Bachelor’s Degree in anyfield)

JobRelated Experience :

5 years of experience in Emerson process improvement and peoplemanagement

Specific Knowledge : Project Management


Learning and Development strategy creation anddelivery

Knowledge in Curriculumdevelopment

Training delivery andexecution

Proficient in usage of Microsoft Office (Outlook, Excel, Power Point,Word,Visio)

Advanced knowledge in Oracle, CRM and other businesstools

In-depth knowledge onCustomer Care businessprocesses


Strong analytical andproblem-solvingskills


Excellent written and verbal communicationsskills

Strong presentation and training deliveryskills

Ability to work independently with minimalsupervision

Ability to maintain a positive working relationship with superiors andpeers

Ability to create momentum and inspireothersAbility to interpret a variety of instructionsfurnished in written or oralforms

Report this job

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.

My Email
By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
Application form