Manager

Responsibilities

·       Ensure the deployment of the Global Business Platform.

·       Assist in performing As Is analysis during Solution Identification phase.

·       Collects required information for the Change Impact analysis and facilitates impact analysis execution and resolution. Assists in successfully closing of gaps between “as is” and “to be” situation.

·       Provides expert knowledge of the subject area and the project methodology.

·       Writes and reviews level 5 Standard Operation Procedures (SOPs).

·       Support development of User Acceptance Test (UAT) scenarios and test scripts.

·       Support and co-ordinate User Access Testing (UAT)

·       Develops and coordinates communication materials related to New Ways of Working.

·       Identifies training needs and conducts trainings for end users.

·       Provides inputs for Toll Gate decks (milestones). Logs risks and issues that appear during configuration, training or other activities and follows through on resolution of those issues.

·       Performs analysis during Ramp-up phase and proposes corrective actions.

·       Identifies improvement opportunities and integrate best practices for future resolution.

·       Captures lessons learned and best practices from each implementation and integrates them into future impact resolution/improvement roadmaps.

·       Ensures adequate hand over to Business as Usual (BAU) after Stabilization phase.

Minimum required Skills

·       Functional skills: Process (end-to-end) oriented thinking, planning and organization skills, analytical and conceptual thinking.

·       Stakeholder management skills: managing different stakeholder groups across Functions and Operating Companies with communication skills.

·       Training and Change management skills: conducting trainings, developing training materials and supporting change to new ways of working.

·       Process improvement skills: problem solving and analytical skills for identifying and contributing to process improvements.

Specific Functional Skills & Experience

·       Bachelor’s degree in Computer Science, Information Technology, Logistics, Supply Chain Management, or a related field.

·       Relevant experience in Customer Service and Logistics (CS&L).

·       Relevant experience in Customer Care, empathetic communications, and negotiations.

·       Customer service and order management experience.

·       Desirable experience in MS Dynamics and/or Salesforce.