Employer: Appcast Enterprise Salary: Date Added: 02/03/2024
Hello. We’re Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we’re improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands – including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum – through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.
With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we’re uniquely placed to do this and to grow a strong, successful business. This is an exciting time to join us and help shape the future. It’s an opportunity to be part of something special.
About the role
The Customer Service SME is responsible for ensuring standardized processes are embedded in markets. They act as a process custodian, collaborating with business functions and stakeholders to capture process changes and ensure timely delivery.
Key responsibilities include:
Championing the Global ERP Template: From a process perspective, the SME manages and maintains the ERP template process design and documentation (e.g., GSOPs).
Analysing Business Requirements: The SME understands and articulates business requirements, evaluates design options, and identifies simplification opportunities with a focus on the Customer Service GPO’s vision.
Benchmarking and Learning: Under the guidance of the GPO Lead, the SME benchmarks against peers to validate technological advancements in Consumer Healthcare and explores cost-efficient solutions.
Supporting Process Improvements: The SME collaborates with support teams to ensure effective transition of new improvements and provides business process support to the Customer Service community
This role plays a crucial part in enhancing efficiency and effectiveness within the Customer Service domain.
The Customer Service SME responsibility is associated to the following key areas:
Solution Support and Governance
Consult with the business to manage business rules, standard policies, and procedures related to processes, data, and services.
Ensure system design aligns with defined business requirements.
Govern standards and initiate template change requests, assessing feasibility and business benefits. Present template changes to relevant governance bodies for review and approval.
Contribute insights to Tech and PIA (Process Improvement and Automation) Transformation strategies.
Facilitate Communities of Practice.
Prioritization and Delivery Support
Advocate for compelling business cases and drive initiative approvals through appropriate governance channels
Solution Support and Governance:
Consult with the business to manage business rules, standard policies, and procedures related to processes, data, and services.
Ensure system design aligns with defined business requirements.
Govern standards and initiate template change requests, assessing feasibility and business benefits. Present template changes to relevant governance bodies for review and approval.
Contribute insights to Tech and PIA (Process Improvement and Automation) Transformation strategies.
Facilitate Communities of Practice.
Capability Building:
Support the Customer Service GPO by maintaining training materials, process documentation (e.g., GSOPs), and other resources.
Monitor end user support, training, and communication effectiveness.
Use end user feedback to identify systemic issues and align with PIA Transformation.
Value Optimization:
Collaborate with the Customer Service GPO to create a Global Process Health Metric, monitoring process efficiency and effectiveness KPIs.
Chair the ‘Community of Practice’ for the process, ensuring the Voice of the Customer is heard and business case benefits are realized.
This role plays a vital part in enhancing efficiency and effectiveness within the Customer Service domain.
Role Dimensions
Global Operations: The role operates globally.
Collaboration Across Enterprises: Involves cross-enterprise collaboration, especially with business units and global functions within QSC and finance.
Stakeholder Engagement: Engages with stakeholders across all organizational layers, including Business Unit Leads. This role plays a critical part in fostering collaboration and driving success across organizational boundaries.
The ideal candidate will be required to demonstrate:
Deep Expertise: Demonstrated specialist knowledge in global customer service, serving customers and collaborating with teams like sales and finance.
SAP Familiarity: Ideally, experience as a current SAP user or customer.
Global Program Experience: Strong track record in working on global programs, particularly with process and SAP exposure.
Business Case Leadership: Ability to lead the definition of business cases for change.
Training Proficiency: Experience delivering training sessions and creating training materials.
SOP Writing: Skilled in writing and managing Standard Operating Procedures (SOPs).
Stakeholder Engagement: stakeholder management skills and experience engaging with business customers.
Industry Knowledge: Exposure to several sectors, especially Consumer Goods/FMCG.
Process Understanding: Excellent grasp of customer service processes and overall operation
Effective Communication: Capable of communicating and partnering effectively with stakeholders
Clear Communication: Can simplify technically complex areas and collaborate with both business and t
