This role is the local expert within concentrated process areas; understanding and promoting the standard and right way to service and deliver in CX & Execution
and acts as the first point of contact for country super users. This includes facilitating application and process development with Global FPOs, training and driving adoption of functionalities by Area CX & Execution.
Train and coach to Area Superusers and CX & Execution : global and local product processes and practicesglobal and local applications and all integration pointssupport process, SLA & Escalation Procedures.
Support Area in implementing processes improvements and systems developments.
A local voice to FPOs in the global process digitization and automation agenda with aligned approach
Maintain a community of local Super Users in the Inland & Customs teams within the Area and provide them with the relevant training and support.
Promote and guard business processes & data quality awareness and compliance.
Act as first level support for local Super users and resolve issues faced
Secure right and sustained knowledge level in Area well as global SOPs / IOPs adherence and systems use as per design
Applications and processes enhancement support
Own local customer onboarding and support
Global / Regional SME / FPO Community contributions
UAT with FPOs and provide voice of Area and customers
Actively participate in all phases of the software development life cycle driven by FPOs.
Business continuity management
Knowledge of processes and supporting Inland & Customs applications and systems
Experienced in working with documents like IOPs / QRGs capable to create such, adhere and self-train based on.
Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.
Strong understanding of processes within Inland & Customs landscape
Strong communication and stakeholder management skills
Highly structured and analytical
Result driven combined with the ability to achieve results through people
International experience, comfortable working in a matrix organization