Job Description:
Global servicing model: Help define, deliver, and embed a consistent servicing model across regions/teams
Process design & continuous improvement: Document current-state processes, identify gaps, and implement improved workflows (including controls, SLAs, and governance).
KPI Framework: Define and implement service delivery KPIs, and produce regular reporting with insights and actions.
CRM Enablement: Support implementation of a Client Service module within a CRM, including requirements gathering, user stories, UAT, training support, and adoption tracking.
Stakeholder Management: Proactively engage senior stakeholders (Client Coverage, Operations, Product, Risk/Compliance, Technology) to influence change and remove blockers.