The Customer Support Global Process Lead is the SME responsible for driving a consistent process across all realms of Customer Support. This role is a new and critical addition to the FCM business, with the customer experience being integral to FCM’s retention and growth strategies. The successful applicant comes with a strong background in business process improvement and experience in process improvement methodologies (Six Sigma DMAIC, Lean) and will be empowered to design and drive the global One Best Way standardization of processes, systems and platforms used by FCM’s Regional Support teams that support customer facing products and services, including:
FCM Platform
OBT (Concur & Cytric)
HUB
Approve Plus
Clientbank / Reporting
The role will have two reporting lines – into the Global Corporate Support Leader to ensure harmonization with broader FCTG Corporate strategy, and into the FCM Global Head of Operations to gain close proximity to key stakeholder groups within the FCM brand (both internal and external).
Accountabilities
Process Design:
• Identify the gaps and improvement opportunities across the Customer Support Process• Design a global standard workflow for all Customer Support teams to adhere to• Work with Regional Support Leaders and key stakeholders to ensure buy-in on process changes and improvements• Document any new business processes related to root cause fixes and ensure alignment across stakeholder groups• Document and project ROI, efficiency gains and CSAT improvement in relation to improved process
Process Execution:
• Able to work and collaborate with teams to ensure new processes and standards are executed within each location/market/region• Oversee and deliver improvement for all tactical and strategic activities, construct and communicate a roadmap of incremental improvements of processes and platforms • Work with markets to improve adoption of new processes and standards • Communicate and include wider business and stakeholder groups as standards and processes evolve to maximise adoption / OBW adherence
Process Evolution:
• Continue to identify areas of improvement for Customer Support• Advocate for ongoing functional evolution from an internal and external perspective, and work with leaders to build business cases • Document business cases for further investment as and where required• Line up wider FCM strategic objectives with Customer Support initiatives
Key Capabilities:
Excellent Communicator
Technical Aptitude
Design-Led Thinker
Change Leader
Upholds Company Philosophies and Culture
Makes effective decisions
Qualifications:
Minimum 2 years proven success in current/previous role
Bachelors/Masters degree desirable