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
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