The Customer Solutions Change Manager is responsible for the successful implementation of change across the Korean Customer Solutions Operations The scope of change will be varied and the level of engagement will adjust based on the changes or initiatives to be executed For significant changes e.g. the launch of new CRM platform ? the role is responsible for building the cross-functional delivery plan, ensuring clear communication and delivering the required outcomes. Smaller changes such as pilots, trials or continuous improvement activities may be limited to directly leading these as well as providing support and advice to departments on effective change implementation.
The ability to understand all aspects of the Customer Solutions operation and strategy and maintain focus on initiatives that will assist the business to grow and improve in terms of performance will be critical to success.
- Responsible for identifying the benefit and impact of business initiatives and ensuring the required programmes of work are successfully implemented. - Communicating with the Customer Solutions Management Team and other internal stakeholders and the broader team to keep them up to date with progress, issues and developments in change initiatives, providing appropriate briefings to enable them to make informed decisions about the approach and direction of initiatives. - Communicating with staff affected by change to maintain morale and support for change. - Working with operational managers to embed changes within the business. Identifying what changes in processes, procedures and practices are needed to achieve “Full Potential” - Meeting with stakeholders and staff to identify potential problem areas and ensuring that managers have the necessary information to support changes and their impact to staff. - Works with both internal and external parties to provide oversight on all change initiatives to ensure the volume and significance of change is bearable by effected parties in terms of capability and capacity based on current and committed activity. - Delivers clear and concise regular reports, on top of ‘change management plan’ on current initiatives under their control covering impacts, communications, change readiness activities, value delivered, budget, schedule and issues/risks. - Where appropriate supports the migration of initiatives from implementation/launch to business as usual operations. - Develop good rapport with all internal and external contacts. - Supports all departments by mentoring and training staff to ensure that pilots, trials or improvements become embedded - Collaborate pro-actively with other colleagues to enhance standards and practices used to support change. - Promote company's Core Values, building and maintaining an environment grounded in trust and fairness. - Other duties as needed or required.
[자격요건] 필수요건: - 5+ years of experience in similar customer service, contact center environment - BA/BS in Business, Project/Change Management or related field - Prior experience in “selling the benefits” of initiatives across all functional areas within a business - Ability to effectively communicate, verbal and written, across all levels of the business and with external clients and partners - Ability to effectively manage multiple projects simultaneously and to meet deadlines - Experience operating within medium/large or start-up organisations - Excellent presentation skills with the ability to use multiple mediums to convey key messages
우대요건: - Experience in leading / coaching other through times of change - Demonstrated ability to analyze complex situations and develop/recommend solutions - Knowledge of similar business operations across all departments: Customer Solutions, Sales Channel, Finance, Product, Supply Chain, HR and IT. - Competency in Microsoft applications - Demonstrate a high degree of independent decision-making and initiative