Responsibilities:

• Strategically develop our CX & Customer Service footprint and architecture
• Set up and manage programs and projects to execute with our Countries and 3rd Party Service Providers best-in-class service for Abbott Customers.
• Drive continuous changes of the customer experience journey with active cross-functional cooperations
• Actively manage budget (incl. Forecasting, Planning, Invoice verification) and contracts
• Facilitates best-practice sharing and actively shapes strategic priorities and agendas.
• Partner with Senior Manager Performance Management to ensure“Run Operations” excellence of our multi-language service center hubs with focus areas being training and supplier quality.
• Counterpart to internal teams: Procurement, Controlling, Quality, Privacy, Global CX and external BPO Supplier leadership. Partner to our countries in EMEAP and their CX teams.
• Executes requirement definition in a team for IT, process changes or new CS solutions.
• Create routines with partners to look into data and execute needed changes accordingly

Your profile: 

• Post graduate diploma or University degree and/or adequate degree and on-the- job business exposure with a minimum of 15 years work experience in a similar position.
• Professional experience in BPO consulting, customer service, customer experience, e-commerce, supply chain in a growth environment
• Proven strategic management and organizational skills, with a demonstrated ability to develop and align strategies with senior leadership and cross-functional departments to drive business success.
• Expertise in supplier budget and contract management.
• Track record in change management in an international set up during hypergrowth
• Experience in governance of large BPO networks, multi-site approaches with strong understanding of workforce management and performance improvement levers.
• Excellent leader with a proven ability to build and scale effective organizational structures, attract and develop talent, and lead high-performing teams in both direct and matrix environments.
• Track record in developing and implementing programs to define, optimize, and continuously improve processes and quality across omni-channel and digital customer journeys.
• Team-player who accepts accountability and enjoys connecting with people in an international team;
• Optimist with “can do” attitude
• Strong critical thinking skills and business acumen
• Self-Driven – Entrepreneur within the organization, with good stakeholder management skills
• Resilient and people orientated
• Outperformance evidence is a plus (can also be sports)
• Experience in a b2c mass market environment with complex service provider delivery architecture is a plus
• Lean Management, Six Sigma and equivalent work experience will be considered as an advantage, as well as experience of working in an international teams.
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