Customer Services Pillar Leader at 3M

Job description

Job Description

Position Description:

Reports directly to Business Services Operations Leader and dotted line to Area Pillar Leader

• Provide leadership for key areas: Customer Services key areas - Account Management, Customer issue resolution, Customer service analytics and operations, Business partner collaboration, Upselling, Customer/ Channel Inquire Support, Compliance Adherence

Major Roles And Responsibilities

To identify Business Services productivity opportunities that will drive the achievement of the annual productivity, efficient growth and cost to serve targets:

• Own standardization of processes at local/regional level to drive efficient growth, Productivity and ERP preparedness
• Champion transformational & standardization projects
• Partner with other Customer Services Pillars to replicate learnings and best practices
• Manage the ERP deployment timeline to drive ERP preparedness
• Provide clear risk and contingency planning prior to ERP go live
• Drive and deliver value realization targets
• Lead, influence, and coach Customer Service Operations Managers and their staff in the achievement of the BSO vision and Subsidiary financial goals
• Oversee and manage resource and staffing levels, organizational objectives, training & development needs and assessment of employee performance. Assist management and supervisory staff in developing, writing and achieving their work objectives.
• Leverage use of Service Level Agreements to monitor and improve services and meet or exceed expectations of MD, MOC and their organizations
• Develop relevant dashboards to show progress against targets and clear accountability for business-operating results
• Provide insight and guidance on replication of Customer Services Pillar deployment across subsidiary
• Support and assist other department leaders
• Manage Pillar budget and HC
• Prioritize projects and resources within the Customer Services Pillar
• Work with Area BSO Customer Services Pillar leader and Subsidiary Liaisons to define performance measurements which are aligned to business needs
• Benchmark best practices for Customer Services Pillar (internal / external)
• Identify and replicate best practices within the Customer Services Pillar
• Create an environment for employee development and launch of lean culture
• Develop and maintain close partnership with Global Process Owners, Business Transformation, Finance, HR, Information Technology, Sourcing, and Other Teams
• Work with Global Pillar leaders in aligning strategies, processes, activities
• Determine what processes and activities will be centralized support the transition and timing

Required Skills And Experience

• Bachelor's or higher degree level of education
• Business process knowledge
• Proven leadership and influencing skills
• Minimum of 5 years of experience in a leadership role
• Strong financial skills and understanding
• Strong IT understanding from a business perspective
• Demonstrated ability to build and optimize a diverse team
• Demonstrated execution excellence and systemic decision-making (strategic to operational)
• Experience in Change Leadership and Organizational Design
• Six Sigma trained / strong project management
• Very solid analytical skills and financial acumen
• Channel, Sales, Key Account and/ or Marketing leadership experience preferred
• The ability to work effectively in highly matrixed organizations
• Resilience and courage