AddressMain Accountabilities:
• Country wide Control Tower set-up, development and optimization and management level advocate for escalation on service issues; play a key role among commercial, customer and product management to ensure optimized process, resolution on repetitive service issues and intended customer program implementation to facilitate customer retention and penalty avoidance
• Participate in high level customer meetings as a management role and to liaise and review with customers at a senior level to understand their service requirements, and continuously delivery the service improvement; Ensure tangible deliverables and KPIs of program management activities on account level for customer retention, process and cost optimization, systematic approach on operational issue resolution, service quality improvement and cost saving realization for designated accounts.
• Undertake leadership role to be the consulting party on the Control Tower proposal and quotation; align stakeholders to agreed funding methodology during the business approach and RFQ bid; Develop & maintain key customer relations in collaboration with commercial team
• Review the operations and programs with Commercial/ Implentation/ Stations/ Customers for further improvement approach; Resolve structural service/ operation issues or related escalations; Facilitate with related country and overseas stakeholders on identification of issues and drive resolution proactively by systematic analysis approach (DMAIC/ PEA/ CIP)
• Provide guidance for any supply chain optimisation, process improvement projects, workshops, seminars
• Explore opportunities for potential exisiting business extension or new business gains with customers; work in accordance with account pipeline and product priorites for new business and portfolio expansion
• Lead or support on developing and maintaining case study for CT value promotion; provide guiance on mechanism for solution/ case study for commercial promotion to customers on CT services
• Endorse contnrol tower rate quotation and tariff funding
• Provide guidelines and support for the impmentation of programs to meet mandated customer requirements
• Faciliate Best Practice sharing/ Lesson Learnt on regular basis internally and externally
• Develop and maintain a motivated National Control Tower operations and customer program management team of managers and staff
• Determine organizational structure, roles, critical success factors and goals
• Evaluate staffs performances of his/her direct reports and ensure that the same is done for the other members
• Role model and coaching for high performance team
