Global Cs Policy Control and Compliance Lead

3 weeks ago

Houghton le Spring, United Kingdom Just eat Takeaway.com Full time

**Location is flexible to; London, Amsterdam, Berlin or Sunderland**

This role is the driving intellectual force that will help create a sector-leading customer service experience across all JET markets. The role holder will look after our commercial responsibilities in CS.

This an exciting opportunity to be the leading voice in the design, creation and implementation of our Global CS Commercial Approach. This role will include responsibility for CS Commercial strategy and associated, process, policy and tooling, setting up the CS front line for success.

The focus is on making real-life operational improvements to drive exceptional experiences whilst managing the CS commercial responsibility and budget efficiency, bringing together the very best practice across all markets. The team become a centre of excellence for CS on refund abuse and fraud

You will be accountable for the commercial strategy, namely compensation, fraud, refund activity and more broadly controls required to protect our business. You will be accountable for delivering measurable CS KPI improvements to meet monthly targets. You will manage tactical delivery with longer term strategic programme design and delivery and must be able to blend strategy with pragmatism and flex according to situation and priorities.

The role will include leading a team of specialists to initiate and deliver the pipeline of operational improvements needed to hit our annual KPI targets and longer-term vision commercially. Your role will be to manage senior stakeholders including the Regional Operational Directors in CS. You will be accountable for setting the Commercial approach and philosophy for CS and bringing it to life.

You will work closely with the Country Management teams, Data / BI teams, P&T, WFM, and Ops leadership to identify the priorities and then engage our Delivery & Change specialists to ensure initiatives are prioritised and delivered into the Operation. Senior stakeholder engagement is essential; you will be as comfortable talking to agents and Operational experts as you will be engaging with cross-organizational leadership teams.

Experience, Competencies & Qualifications:

- Previous experience in leading a team of senior managers and experts in Operational Excellence e.g. Process and Policy managers, Business Improvement professionals and Subject Matter Experts
- Previous Strategy Design experience. Ideally within a tech company
- Experienced Commercial leader, able to operate with senior finance stakeholders and with a good grasp of data and numerical expertise
- Must be able to work with data team and have a strong background and statistical analysis
- Action/delivery oriented and pragmatic decision-maker.
- Proven ability to identify experience improvement opportunities and fix them proactively
- Ability to manage tactical delivery with longer term strategic programme design and delivery - Must be able to blend strategy with pragmatism and flex according to situation and priorities.
- A natural influencer and collaborator, at ease with complex and matrix organisational structures.
- Able to take the lead and develop programs that cut across multiple departments.
- Will be able to lead matrix teams with respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
- Experienced in business improvement and CI tools, techniques and approaches to coach and mentor a team.
- Professional Business Improvement training required

Key Responsibilities:
Core:

- Engine Management (understanding what our commercial and policy opportunities are across all markets) and driving required action to deliver commercial improvements
- Work is across the Core CS PIs, understanding analysis and Insights to establish commercial improvement opportunities to market management teams - working with BI & Data Team Fact Based insights/decisions
- Controls & Audit owner
- Risk Assessment owner
- Leads the global Compensation programme
- Refund Abuse and Fraud Accountability
- Commercial tool ownership e.g. Ravelin
- Responsible for the design and management of our process and policy library across all CS CX/PX and AX
- Will be required to deliver a ‘back to the floor' programme, model office functionality and insights/mystery shopping programme in line with commercial opportunities
- Owner of the Continuous Improvement team - supporting across experience pillars in the team

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