Service Transformation Manager

DESCRIPTION

We are looking for a talented Service Transformation Manager to join our Service Functional excellence team which supports distributors across Africa Middle east region.

The role can be based in Morocco, Nigeria, South Africa or Ghana.

In this role, you will be accountable for working cross-functionally to support and transform the service channel, ensuring they utilize the latest technology and provide a world class service to support customers in their territories and deliver strong service business performance, primary responsibilities include

• Coach Service Personnel: By coaching and enabling service personnel, you'll drive improved service business performance.
• Identify and Address Barriers: You'll support the identification of barriers in the service process and collaborate with regional leadership to implement customer support initiatives.
• Develop Annual Operating Plan: Leading the development of Service elements in the Annual Operating Plan (AOP), you'll support strategic initiatives and projects.
• Analyse Performance Metrics: Understanding distributor operational issues through KPIs and customer-focused metrics will be key to your role.
• Drive Service Business Growth: You'll be accountable for delivering service business growth and implementing improvement plans with stakeholders.
• Deliver Training: Providing training on systems, new technologies, applications, and reporting tools will help service locations improve their capabilities.
• Reinforce Safety Initiatives: Ensuring safety initiatives are embraced and supporting opportunities for improvement will help transform the service business to meet evolving customer expectations.
• Functional Support and Audits: Provide functional support to Channel Management and Training functions, participate in functional audits, and follow up on action plan closures.
• Service Process Implementation: Support the AFM dealer selection process, implement service processes, and onboard and develop service personnel.
• Stakeholder Reporting and Escalation Management: Manage reporting to stakeholders on distributor performance, handle customer and OEM escalations, and collaborate to address customer issues.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Data Communication and Visualization - Constructs a tale of the business problem, root cause, solution options, and opportunities through illustrating data visually, including reports and dashboards.
• Project Management - Establishes and maintains the balance of scope, schedule and resources for a temporary effort (a "project"). Ensures results/impact from temporary effort are fully realized as possible.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Relevant work experience, including management experience preferred.