Customer Operations organisation is responsible for the management and delivery of Deliver, Collect, and MDMprocesses in SEAA and GCC, through our partner vendors. Key deliverables of the organization are Cash through overdue reduction, Cost reduction through savings and Process Efficiency in Order to Cash, CD Services, Logistics, Masterdata Management, and Customer Service and controls.
The goal of Manila Service Center is to centralize, simplify, harmonize and improve the processes, as well as monitor the performance of the 3rd Party Provider. The position described below would be covering the role of Masterdata Management
Main Purpose of the Job
Be the focal point of Customer Ops MDM operations between L1 (Country), L2 (Partner) and L3 (Pex) orgs
Be the custodian of end to end process operations and delivery of MDM
Ensure day-to-day operations as well as process improvements projects delivery
Ensure Process SLA and Business KPIs delivery
Accountable for a robust and fully functioning governance model
Lead the day-to-day operations of the outsourced MDM processes partnership with UL L1 & Partner Org L2.
Ensure continuous co-ordination between L1 & L2 for all operations. Help resolve any escalations/ communication-gap through process interventions.
Drive KPIs and SLA measures and evaluate for any additions/ changes with changing business requirements
Drive Customer Ops MDM operations to ensure processes are aligned to Unilever ways of working and that C-Ops and MCO KPIs (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.
Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the MCO and 3P.
Hold L1 & Vendor L2 accountable for their respective responsibilities as per the process design
Closely work with L3 org to ensure process designs are in sync with market requirements and global designs.
Drive Continuous Improvement and break-through changes in operations along with L3 and Continuous Delivery & Analytics teams.
Drive risk management of new processes being outsourced, put in place mitigation plans and requisite controls.
Develop robust and effective BCP.
Work closely with the Analytics team to get visibility of performance to drive insights into action
Ensure alignment and implementation of global process designs with L1 & L2
Experiences and Qualifications
Operational experience ofMDM and O2Cprocesses
Business acumen and customer centric mindset
Proven business delivery and team leadership
Demonstrated cross-functional, cross-teams co-ordination capabilities
E2E function agnostic integrator (non-silo mentality)
Proven service delivery capabilities through service vendors
Demonstrated Agile mindset and capabilities
Strong communications skills
Holding people accountable (peers, leaders and external stakeholders) and strong personal accountability for delivery
Experience in Business Partnering within or to a Country/Function.
Operational experience in one or more process areas
Excellent presentation, influencing and communication skills
Project management experience
Strong English language skills written and spoken
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