At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

Drive a continuous improvement mindset & culture throughout the customer care organization. Hands on approach to manage activities that will deliver improvements to new and existing processes.

Main Tasks:

• Work with management to define the short-term and long-term objectives and potential gains for the organization.
• Support the CC leadership team and cross functional partners in coordinating the deployment of TEOA (TE Operating Advantage) activities to meet BU goals.
• Support CC leadership team and cross functional partners in establishing and driving a culture of continuous improvement throughout the function.
• Collaborate across functions to ensure consistent implementation of new, improved processes.
• Manage projects and project teams to drive continuous improvement initiatives and execution of goals.
• Maintain and update all process related documents for reference purposes.
• Establish measurable criteria to enable process performance tracking. Ensure process performance is tracked and desired results are achieved.
• Manage the continuous improvement pipeline and action plans.
• Initiate and drive activities to ensure continuous improvement pipeline is replenished.
• Drive the cataloging and qualifying of opportunities and ideas.
• Work with CC Leadership to identify and address areas of process improvement.
• Continually review business processes to improve the Global Customer Care team efficiency.
• Monitor and solve all process issues and ensure timely resolution.
• Provide consultation / mentoring to team members and peers in the use of process improvement and problem-solving tools and techniques.
• Develop training plans and co-ordinate the delivery of training on new process and process updates.
• Provide management with feedback on Key Performance Indicators in line with set priorities and timing targets.

• A bachelor degree and four years plus in CI experience
• Strong background in customer care processes and a solid knowledge base.
• SAP SD & SFDC Case Management experience is preferred.
• Proven TEOA Practitioner.
• Kaizen facilitator.
• Problem-solving skills & Continuous Improvement mindset.
• Capable of adapting to new systems. Forward thinker and a change agent.
• Good influencing skills. Able to influence others including those in more senior roles.
• Flexible to working in an international environment.
• Good communication skills (clear, concise oral and written presentations) and interpersonal skills.
• Proficient in Microsoft office tools including excel and mapping.
• Fluent in English.