Manager Business Improvement

Job Description

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.

• 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 and improvement opportunities.
• Ensure communication to global vendors is timely and clear to ensure staff understand the change and manage customer interactions effortlessly for all touchpoints.
• Evaluate existing business systems and processes and recommend improvements.

• Develop monitoring guidelines, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement.
• Own the customer experience optimization throughout the customer care unit journey, by providing appropriate insights and ensuring minimum customer effort.
• Anticipate organizational risks and develop mitigation strategies.
• Design processes and guidelines for digital solutions and ensure new digital process facilitates current workflow and ensures cost effectiveness.
• 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 defined requirements/objectives.
• Provide consultative support to 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 or updated processes and solutions (e.g., Training, Recruitment).
• 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 ensure it matches the initial requirements.
• Ensure all Etihad policies and procedures are adhered including Security, HR, Ops, and Legal.

• University graduate.
• 7+ years of experience in an inbound/outbound contact centre.
• 3+ years of experience in process improvement.
• Six Sigma Green Belt / COPC certification (advantage).
• Project Management Professional (PMP)® Certification (advantage).