Operational Improvement Specialist

Your role at Xevera: An Operational Improvement Specialist is a professional focused on enhancing the customer support department's operational efficiency and effectiveness. This role involves analyzing and evaluating existing client-handling processes, identifying areas for improvement, and implementing strategies to optimize workflows. Operational Improvement Specialists work closely with cross-functional teams, utilizing analytical and problem-solving skills to drive positive changes for the customer support department. Simultaneously, they meticulously create and update internal support manuals, and procedures to enhance the efficiency of customer support services. You will: - Business Process Improvement: Productizing Key Support Processes: Take full ownership of transforming key customer support processes into scalable, standardized, and efficient solutions. - This includes developing SOPs and implementing best practices. - Client Handling Process Optimization: Identify inefficiencies in client handling and implement automation tools to reduce manual processes, minimizing customer interaction time without sacrificing service quality. - User Acceptance Testing (UAT): Lead and participate in UAT phases for new support tools or processes, providing actionable feedback to the product development team to refine functionalities and ensure smooth deployment. - Collaborative CS Initiatives: Work closely with Business Improvement Managers (BIM) to align all initiatives, including AI-based automations, asynchronous operations, and the Voice of Customer (VOC) program. - Data-Driven Business Requirements: Collect, categorize, and analyze customer interaction data using platforms like Tableau, Salesforce, Figma, and Sum&Sub to develop detailed business requirements for cross-functional teams. - Customer Idea Portal Management: Act as a moderator for the customer Idea Portal, ensuring that client suggestions are accurately represented and communicated to relevant internal teams. - - Advocate for decisions that prioritize customer feedback and satisfaction. - Customer Service and Regional Team Management: Template Development for Incident Management: Develop and maintain professional response templates for handling urgent or incident cases. Ensure these templates are available in multiple regional languages using Confluence and Salesforce for consistency in communication. - Regional and Global Support Manuals: Manage and update support manuals housed in the CIB Confluence space, ensuring that all materials reflect the latest product releases and client handling protocols. - Training and Educational Materials: Collaborate with regional trainers to design training sessions and materials for internal employees, ensuring smooth rollout of new products, services, or features. - Regional Briefing Sessions: Lead regular (weekly or bi-weekly) briefings with regional teams to keep them updated on platform developments, new tools, and changes in support procedures. - Translation and Proofreading: Manage translation and proofreading tasks as needed to ensure that regional communications are clear, accurate, and culturally relevant. - Live Chat Observations: Participate in live chat observations, maintaining a direct connection with customers to identify trends, feedback, and areas for service improvement. What makes you a great fit: - Minimum 5 years in Customer Support Leadership: At least 5 years of experience in a Customer Support Executive or equivalent role, preferably in a global or regional capacity. Must have deep familiarity with handling large-scale support operations, including complex client escalations. - Product Knowledge: Extensive knowledge of the company's product suite and a comprehensive understanding of Customer Support operations, systems, processes, and internal dynamics. Advanced Technologies: Expertise in Neural Networks, Machine Learning, and AI, with the ability to implement these technologies in streamlining customer support operations. - Project Management: Proven experience in managing complex projects, including defining project scope, establishing timelines, coordinating resources, and overseeing project execution until successful completion. - Change Management: Solid understanding of change management principles, with the ability to guide teams through transitions when new processes or improvements are introduced. - Technical & Analytical Skills: Data Analysis: Proficiency in using data analytics tools such as Tableau, Salesforce, Figma, and Sum&Sub for extracting insights from customer interaction data and driving informed decision-making. - Automation Implementation: Experience with identifying and implementing automation tools to optimize customer support processes and reduce manual work. - UAT and Feedback Loop Management: Ability to lead User Acceptance Testing (UAT) phases and establish a feedback loop with development teams for continuous improvement. - Communication & Interpersonal Skills: Native-Level English Fluency: Exceptional verbal and written communication skills in English, essential for coordinating with international teams, presenting findings, and leading discussions on process improvement. - Cross-Functional Collaboration: Demonstrated ability to work effectively across different teams, including product, business improvement, and technical departments, ensuring that all stakeholders are aligned with the business objectives. - Customer-Centric Mindset: A strong commitment to understanding and prioritizing customer needs while balancing the organization's strategic goals. - Personal Attributes: Strategic Thinker: Ability to think strategically about business processes and make decisions that align with long-term business goals. - Problem-Solving Skills: Strong analytical mindset with a knack for identifying the root cause of issues and implementing sustainable solutions. - Detail-Oriented: High attention to detail, especially when managing customer feedback, creating templates, or handling data analysis. - Adaptability: Ability to work in a fast-paced and dynamic environment, quickly adapting to new processes, tools, and technologies.