GM - Contract Management & Customer Service Transformation

Job Description

Detailed Job Description of GM - Contract Management & Customer Service Transformation

• Process Transformation – Contract Management; Customer Service & Sales Support
• Lead Global Process Design for these process areas to define process taxonomy; technology landscape & service placement guidelines
• Be accountable for end-to-end process transformation initiatives, evaluating & proposing solutions related to the process transformation, new-age technologies, service locations, RPA
• opportunities; process performance management, with a focus on reducing process costs, increasing efficiency, and maximizing investment returns
• Partner with Bunge Businesses across regions to align solution & implement
• Drive due-diligence exercises for business to identify target state solution; key benefits; business case & implementation charter
• Partner with business leadership teams to gain buy-in for various transformation initiatives being implemented
• Design & manage governance process as per BBS Transformation guidelines with all stakeholders
• Own & drive cost reduction targets in the identified areas
• Service Delivery - Contract Management; Customer Service & Sales Support
• Set up the delivery organization across BBS centers working closely with center leadership teams
• Hire top talent to drive best-in-class
• Collaborate and engage with BBS leaders to ensure that service performance & reporting programs are aligned with functional and shared services short-term strategic initiatives and p
• Work with BBS Centers / Regional / Global Teams to troubleshoot any pain areas
• lans
• Define performance targets for the team and drive achievement of the same through various initiatives
• Work closely with Sustainable Excellence Teams to drive ongoing improvement opportunities
• Provide visibility to areas of risks, inter-dependencies of or conflicts with other business units and regional efforts, and recommend and/or implement solutions to address any issues/risks
• Define, measure and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the delivery teams and drive initiatives to improve them
• Collaboration & Governance
• Provide shared services thought leadership; based on industry trends and market intelligence; proactively drive value and high performance
• Work with other Process delivery leaders at BBS to address any conflicts/overlaps in process ownership & work collaboratively to identify best solutions in line with industry best practices

Desired Candidate Profile