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(AUS) CS Business Improvement Manager

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Our team: Higher Education – The Higher Education division provides quality courseware and innovative digital learning solutions that support learners and educators in the tertiary sector.

The role: Business Improvement Manager. Reporting to Head of T2 and Business improvement and working as part of the Intl. Higher Education (HE) Customer Services (CS) team, this role will manage end-to-end business improvement activities.   

 In addition, this role will have line management responsibility for a team of Tier 2 CS staff based within the region who provide training, data analysis and escalation support to Tier 1 CS agents in our outsourced business partner. You will be responsible for monitoring the performance of Tier 1 CS agents by analysing KPIs and SLAs and driving improvements in the customer experience through your team.  

You will be accountable for ensuring that key stages across the Order to Cash (OTC) customer journey are reported on and owners of each stage across technology, supply chain and finance are taking responsibility to resolve issues relating to their area. Reporting will be a key part of your role and you will be required to chair performance review meetings with key stakeholders, update them on progress, provide customer insights whilst owning and managing any issues which may impact the customer experience.       

You will lead on the alignment, improvement, re-engineering and where applicable automation of existing processes across HE markets through systems development, process re-engineering or delivery of RPA solutions. You will have the responsibility as the escalation point for local sales colleagues and will be expected to build close working relationships to ensure Customer Services is positioned to be a key player in supporting revenue and growth wit. 

The job description reflects the current priorities of the company.  It may need to be configured differently over time if these priorities change.

What you will do:

  • Management of the Australia CS team ensuring the team deliver of the key central and local CS priorities 

  • Identify opportunities to globally align and re-engineer processes to improve speed and accuracy across the entire customer journey  

  • Analysis of current state end to end OTC(Order to Cash) processes

  • Create a process for analysing end-user customer insights and feeding those back into the product development life-cycle   

  • Chairing weekly process hub calls, assigning actions and owners and tracking progress  

  • Escalation of critical issues to senior management teams where resolution is not able to take place at local level 

  • Work with Key stakeholders across the business to resolve issues identified in process hub

  • Deliver pre-defined L&D to drive continual skills improvement for each member of the team 

  • Analysis and reporting of customer feedback to drive improve the Customer Experience across all customer interactions with Pearson  

  • Identifying customer contact trends and reducing customer contacts by anticipating the needs to customers in the region and implementing automation where required  

To be successful in this role, you’ll ideally have:

  • Experience in managing a team

  • Experience in process improvement and implementation

  • The ability to analyse data and run reports on customer feedback

  • Skill in identifying trends and anticipating needs.

  • Excellent stakeholder management experience

  • A customer centric approach

Our purpose at Pearson is to help everyone achieve their potential through learning. At the heart of this is a commitment to sustainable practices and meaningful, measurable outcomes.

Our company:  Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning. Pearson Purpose Video

Flexible working:  Pearson is committed to hybrid working practices.

Diversity:  At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 9285

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Click Here to Apply For The Job

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