Regional Process Manager, Software Annuity - Cisco System - Carolina - Wizbii

Regional Process Manager, Software Annuity

  • Par Cisco System
  • Carolina (Puerto Rico)
  • Bachelor's Degree
  • Système d'information / Urbanisation des SI
2018-10-05T12:38:19+0000

Description de l'offre

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  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Raleigh - RTP
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1241995
New

What You'll Do

As aRegionalProcess Manager,you are accountable for the optimization of a set of services delivered by the Americas Regional Customer Service Team.You are responsible for the performance of the regional BPO vendor in your service area.You will represent the Americas region within the global team to ensure the regional perspectives are accounted for in process design and business transformation.

In this role asRegional Process Manageryou will:

  • Be accountable for the delivery performance of the regional BPO vendor and regional performance of the Global Back Office.Responsible for meeting targets on a defined set of key business metrics.
  • Lead regular operations service reviews with vendors. Perform root cause analysis on persistent vendor performance and process related issues.
  • Engage with regional stakeholders, such as Sales and Regional Operations, to understand business needs and challenges.
  • Collaborate with cross-functional teams and Global Process Managers to address regional requirements, and process, tool or policy issues.
  • Support Global Process Manager with the development of knowledge management content for BPO agents.
  • Own change management for processes, policies, and tools for the region.
  • Identify process improvement opportunities.
  • Accountable for managing assigned projects, customer satisfaction and issue resolution and process improvements.
  • Ensure regional vendor compliance with Cisco policies and business rules.
  • Manage Feedback - ensure feedback loop intovendortrainingandquality teams to ensure common issues are addressedacross all of our vendor community.
  • Assist with the management of BPO workforce and business planning.

Who You'll Work With

Cisco is making a pivot to recurring revenue – an exciting opportunity with unique challenges. This team is at the forefront of the wave of change sweeping our company, and charged with scaling our annuity quoting, ordering, and provisioning processes to levels that our competitors can only dream of.

Customer and Partner Services (CPS) is part of the Operations Organization and is focused on streamlined, high-speed operations. The team works with Cisco's sales teams as well as our customers and partners, ensuring a high quality and consistent service, optimization and providing processes that work with these stakeholders in a globally consistent way.

Customer Services (CS) is the team that owns the end-to-end transaction experience and provides global and regional support to Customers, Partners and Cisco internal teams. CS organization is composed of Global Customer Services (incl. Global Contact Centers, Localization and Data Operations, Vendor Management Program Office and Partner Program Services teams) as well as Regional Customer Service teams.

The Regional Customer Service (RCS) team is accountable for the support experience for all of Cisco's customer, partner, and internal stakeholders. We are centrally located at the intersection of process and execution in order to be directly empowered to deliver customer expectations before, during, and after they have signed a deal with Cisco.

Who You Are

Qualifications

  • BA/BS degree or equivalent plus 3-5 years operations experience
  • Strong problem-solving skills and analytical skills
  • Ability to use data to identity issues and opportunities
  • Effective communication (both written and verbal) and influencing skills are required
  • Ability to champion improvements and work effectively as part of a team
  • Excellent project management abilities
  • Comfortable managing through organizational change management
  • Skilled with organizational governance
  • Strong business acumen
  • Collaborative and professional attitude toward peers/vendors
  • Patient and pragmatic under pressure



Desired Skills

  • General knowledge of outsourcing. Vendor management experience is a plus
  • 1-2 years of Process Improvement experience – such as DMAIC, Lean, or Six Sigma
  • Advanced skills in Visio, PowerPoint, and Excel
  • Experience with Pega Business Process Automation – Platform, Customer Service, Workforce Intelligence, and Robotic Automation in particular are a plus
  • Experience ideally includes process improvements and operations management
  • Advanced skills in Visio, PowerPoint, and Excel
  • Demonstrated leadership in resolving customer issues
  • Industry/Technical/Business knowledge
  • Skilled negotiator between internal third parties

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.


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