Customer Service Manager

2 weeks ago

London, United Kingdom Syncreon Full time

In this role you will be responsible for the development support, and customer engagement/acceptance, of self service and digitized HR operational and payroll services pan Europe across circa 22+ countries, multiple businesses and legal entities and 25K employees held in multiple languages. This role can be based working for any of our location in the United Kingdom, The Netherlands or Germany, with frequent travel to other DP World locations in Europe.
As our new Customer Change, Support & Experience Manager - Europe you will be enabling the success of the programme of development (including Oracle Fusion (HCM) rollout), moving all processes to an easy to use and automated workflow and processing, starting with UK and Ireland, The Netherlands and Germany with different levels of development. Identifying the change challenge by country/persona, planning the training, support and communication required, including access issues, for a predominantly blue collar workforce. You will be working with in country SSC's to support their development plans and governance systems to manage operational efficiency.
The role works with huge complexity of systems and processes across multiple geographies and is required to enable the simplification and standardisation of services through change management, education and communication for the region in line with all stakeholders.
Developing a new business onboarding process and implementation plan to support the planned business growth within Europe.
Defining designing and Managing the communications, education and change management of customers to digitized or self service processes in collaboration with SSC Managers and the HR Operations team.
Identifying and assessing the level of change within the organisation against plans to develop change management processes, plans and implementation.
Measure success of implementations and work with team to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.
Working to support the globalization of processes where possible/appropriate.
Designing and developing fit for purpose Customer Guides, Training and Communications across all users and countries within the region.
Business Governance reporting and management; Benchmarking of Services internally/externally.
Supporting SSC Managers on operational Team Training and Development structures, systems and implementation.
Working with SSC Managers to embed a Continuous Improvement culture and enabling Service Expansions.
Bachelor's degree in human resources, labor relations, business, or a field related to the position or similar.
~Strong customer service/change, policy and governance track record.
~ Experience with HR Shared Service Management or similar.
~ Proven experience of effective implementation of Self Service products to end users, ideally in a bluecollar environment.
~ Data security and governance knowledge.
~ Strong process, data and systems orientation.

Compensation
We offer a market competitive compensation package.
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.
We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology - and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
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