Manager Business Improvement

Synopsis

The Manager Business Improvement uses business intelligence analysis to drive automation and process improvement opportunities throughout all Customer Care touch points for process, policy, and customer experience. They liaise between multiple vendors, managing contact centres, contracts, and relevant project teams to drive change. The Business Improvement Manager is responsible for managing a team of Senior and Quality Officers. 

Other Responsibilities:

•     Manage quality, knowledge base, and training requirements for CC teams to drive consistency.

• Manage ADM budget for Customer Care: tracking, analysis, and insights driven for improvement.

• Manage a team of Senior and Quality Officers, whilst managing vendor relationships, to analyse calls, DSat, NPS for consistency, training & improvements opportunities.

• Ensure communication to global vendors is timely in line with updates, operative, and easily understandable, to ensure all staff understand the change and manage customer interactions effortlessly for all touch points.

• Evaluate existing business systems and processes and recommend improvements.

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Accountabilities

• Develop monitoring guidelines, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.

• Own the customer experience optimization throughout the customer care unit journey, by providing the appropriate insights and ensuring minimum customer effort.

• Anticipate organizational risks and develop mitigation strategies.

• Design processes and guidelines for digital solutions & ensures new digital process facilitates the current workflow and ensures cost effectiveness is achieved.

• Deliver full requirements of solution/required system to the relevant teams, from building the process to implementation of the solution, to ensure the new solution is robust.

• Identify and create methodology to resolve performance issues and drive operational excellence, while ensuring business processes meet the requirements/objectives as defined.

• Provide consultative support to the management in executing their processes and initiatives, coaching, and guiding on any areas of improvement.

• Act as POC and coordinate with concerned departments to ensure understanding of newly designed/updated processes and solutions (i.e., Training, Recruitment, …etc.).

• Coordinate with internal & external stakeholders to learn Etihad processes to share insights on potential process improvement and digitalized alternatives. 

• Oversee the final product/solution and matches it with initial requirements.

• Ensure all Etihad policies and procedures are adhered including Security, HR, Ops, and Legal.

Education & Experience

• University graduate

• 7+ year of experience in an inbound/outbound contact centre

• 3+ year experience in process improvement

• Six Sigma Green Belt / COPC certification (advantage)

• Project Management Professional (PMP)® Certification (advantage)

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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