Customer Engagement Digital Solutions Leader

Job description

3198231
Additional Cities

Singapore. Jakarta, Kuala Lumpur, Manila, Bangkok, Hanoi/ Ho Chi Minh City
Career Level

Experienced
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare Global Services
Function

Services
Country/Territory

Indonesia, Malaysia, Philippines, Singapore, Thailand, Viet Nam
Postal Code

099253
Role Summary/Purpose

This is a critical role in the ASEAN Services Digital Operations & Process Excellence Team. This role owns the leadership & execution for critical customer engagement digital solutions like iCenter, Service Shop & Service Hub. He/She will collaborate closely with in country and HQ commercial teams to maximize the impact and adoption of these solutions in the ASEAN market while parallelly driving the agenda for ASEAN specific enhancements with the global teams.
Essential Responsibilities

• Own all key operational activation processes including customer registration, T&Cs signoff, working with OLEs for activating IPM (connectivity) and ensuring timely customer communication on access and help needed
• Manage customer deregistration flow
• Build and execute on the future roadmap on the core solutions outlined here in close partnership with regional ops and commercial teams and global teams
• Drive adoption of solutions that are “live”- analyze usage and understand drivers through data analytics both internal and external
• Gather customer insights through surveys and other channels to drive improvement and adoption
• Own and drive awareness amongst segment owners as well as country teams on what’s working well and what’s not
• Work with commercial teams on go to market and commercialization plans
• Work with global teams to bring regional customer needs to the forefront in terms of future enhancements and developments
• Ensure smooth running of all solutions
• Managing an administrative resource who will support above activities
• Drive future enhancements & related planning, testing and execution activities
• Collaborate with other internal stakeholders like call center, remote teams to ensure smooth internal handling of customer issues.
• Own other tasks as may come up with the further development of these solutions

Service Shop Specific
• Maintain and drive pricing and parts planning within Service Shop
• Ensure hygiene of matching of CP to segment coverage at all time
• Support commercial teams with new campaign ideas as well as help plan, execute & track success of new campaigns
Qualifications/Requirements

> 3+ years experience in operations or project management.
> Customer oriented.
> Commitment to quality.
> Leadership skills & excellent communication skills
> Problem solving expertise.
> Passion for digital solutions
> Strong interpersonal skills
Desired Characteristics

> Business understanding.
> Boundary less player.
> Project management expertise
> Structured, forward thinker
>Creativity
> Exposure to multi-cultural work environments
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

Singapore
Primary State/Province

Central Singapore
Primary City

Singapore