DESCRIPTIONOn behalf of our multinational client operating in the field of technology and business consulting solutions and services we are looking for anOPERATING MODEL LEADMain tasks: - Define Customer Access Strategy and identify associated requirements for hand-over to IT. The Customer Access Strategy refers to the various ways customers will contact the BSC (telephony, e-mail, fax etc) - Facilitate agreement of Service Level Agreements between Business and BSC - Facilitate selection of customer segmentation strategy, and subsequent allocation of customers to individual segments - Confirm Transition Metrics that are used to assess relative performance of BSC operations post go-live - Produce Release Information Pack for each transition, which provides BSC Operations with key information on scope, strategy, organisation and decisions ahead of a transition. - Production of a Handover Pack per transition which acts as reference guide for BSC Operations and Business Account Management post go-liveREQUIREMENTSPreferable experiences: - Strong Analytical skills - Project management experience - CRM (preferably Siebel) and Service Centre Technology knowledge - Customer Service experience - A service background - Experience of BPO type Transitions desirable
