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Project Lead Customer Excellence
il y a 2 semaines
-DIRECT SEARCH Belgium
Brussels, Belgium
Posted 20 hours ago Permanent TBD
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- POSTED BY
- Wei-Feng Tram
- RecruteurFollow
En tant que **Project Lead**, vous avez pour tâche de supporter et implémenter le « customer excellence » au sein des équipes afin de permettre d’atteindre les meilleurs résultats possibles, analyser et rechercher des opportunités et des initiatives d’amélioration avec les équipes concernées, de les développer et de faciliter leur mise en œuvre. Les initiatives et projets d’amélioration peuvent concerner l’expérience client, l’efficacité des processus, l’optimisation des ressources etc...
En tant que **Project Lead**, vos missions et responsabilités se situent à différents niveaux:
Projets d’analyse et d’amélioration des processus existants:
- Identifier et hiérarchiser les différentes idées d’amélioration et les traduire en projets et actions concrets qui font la différence pour le client
- Analyse des processus existant, mapping et redesign sur base de la qualité attendue au sein de l’entreprise
- Mener des projets d’amélioration de ses processus, en incluant les collaborateurs / autres départements dans le changement (SWOT, business cases E2Etout en intégrant les forces internes et les opportunités)
Projets d’innovation:
- Compréhension des ambitions de la stratégie d’entreprise et traduite en processus / flow clairs (collecte, analyse des données, calcul et reporting)
- Développer et détecter de nouvelles idées dans le but d’améliorer notre efficacité et notre service à la clientèle, développer les parcours clients idéaux afin de garantir le maximum de satisfaction.
- Mener les changements dans la manière de travailler pour évoluer vers un niveau centré sur le client (focus pas uniquement sur le changement, mais sur la transformation durable) en incluant les collaborateurs dans le changement (animation, groupe de travail, équipes pilotes toujours dans l’objectif d’intégrer la culture d’amélioration et d’innovation au sein des équipes
- Mener des projets orienté digitalisation (AI, Machine learning, IOT ) tout en gardant en œil critique sur les risques potentiels à court terme, moyen terme.
Support aux activités des équipes opérationnelles:
- Analyse des données pour déterminer de façon quotidienne les écarts / actions à entreprendre pour améliorer la performance du service
- Responsabilité sur les prévisions, le planning et la coordination des activités au sein des Operations.
- Responsabilité dans la coordination pour mener les équipes vers la standardisation et la culture de l’amélioration continue.
- Préparer / prendre le lead lors de workshop pour supporter les process de « problem solving », en dégager les opportunités pour l’amélioration continue
- Préparer, automatiser, analyser les résultats et communiquer des recommandations aux équipes afin d’améliorer la performance au quotidien
- Conseiller, guider et supporter les équipes sur le « quoi et le comment » implémenter les procédures standardisées.
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