POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: Role is part of Regional Business Operations for Rest of the World region. Role plays a critical role in ensuring overall quality service delivery across multiple geographies within the region. Strategic leadership in continually improving operational excellence within the region. Possess both, in-depth understanding of business operations & tools/programing expertise, with the object of deriving meaningful insights from large & complicated data to achieve operational excellence. Evaluate Current Processes: Analyze existing workflows to identify opportunities for enhancements that lead to higher quality outcomes and organizational improvements. Drive Process Improvements: Develop a thorough understanding of service processes to implement changes that boost productivity, operational efficiency, and customer satisfaction. Accountable for successful design, development and deployment of new service processes and related infrastructure enhancing service delivery & efficiency Expertise in latest Business Intelligence tools, Machine Learning, AI & IOT Serve as a mentor in the region for certain product domains, Service Tools, Global Services Programs & Services Processes. Works on multiple projects/initiatives of local & global scope; Owns the overall management of the project, coordinating resources across organizations and managing to timeline; Manages all phases of a project Position must be comfortable in working across hierarchies in a cross functional environment. Maintain a high level of motivation, quality, value & moral within the team, with a focus that people are the biggest asset. BASIC QUALIFICATIONS: Bachelors Degree, post-graduation in business management/service operations an advantage 9+ years of related experience majorly focused on field service delivery. Out of which 3-4 years in individually strategizing & delivering on services will be an advantage. Strong business-to-business analytical, financial and strategic thinking Ability to organize work while managing shifting priorities in an ever changing environment Strong proficiency in process documentation, procedure design, project management, training, information analysis & reporting Strong proficiency or expertise in Business Objects or similar database systems, advanced query building Proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint), VBA programing, macros. Proven clear and concise written and verbal communication skills Proven ability to leverage relationships to obtain information necessary to provide the team with the most current business information PREFERRED QUALIFICATIONS: Experience in a global matrix environment Green Belt Certification/ITIL Proficiency in BI Tools, ML, AI Proficiency in CSMS, Gasper, SLAM/CUI
