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ROLE DESCRIPTION SUMMARY

The position holder is responsible for the identification and initiating of service improvement initiatives and onboarding as well as measurements/KPIs with the goal to increase the positive customer and employee experience in Customer Operations in alignment with the objectives and KPI’s

The incumbent drives and coordinates such initiatives and their implementation in order to establish higher working standards, process and workflow improvements to drive overall customer success.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Identification and implementation of process/workflows improvements for the various departments in Video Services:
  • Operational Areas (all video department in Customer Operations)
  • 3rd Level Support and Integration (“engineering”) functions,
  • Service Implementation and Delivery
• Proactive and constant evaluation of processes with internal and external stakeholders in order to drive continuous improvement cycles in service delivery.
• Evaluation of needs and Development of training plans, working closely with L&D and Global Academy
• Preparation, coordination and follow up of organizational changes with all relevant stakeholders (i.e. Human Capital or management)
• Responsible for the establishment and maintaining of an idea and feedback system, promoting the suggestions by employees via common tools and feeding back changes etc. to the employees
• Tracking all implementation action and tasks in ADO and support all stakeholders to update and finalized he action and tasks.
• Provide solution based on Incident analysis and track that in ADO across function with the relevant stakeholders
  
  

COMPETENCIES

• Open mindset with a change agent mentality
• Deep business understanding
• Strong communication and presentation skills
• Trustworthy personality
• Ability to persistently follow up on changes and suggestions
• Understanding of interdepartmental workflows and proven experience to manage different stakeholders in a multicultural environment

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree or equivalent working experience
• Minimum five years working experience in a similar role
• Excellent MS office knowledge
• Project management experience
• Knowledge of media broadcasting industry in seen as an asset
• Fluent in English, any additional languages are considered an asset