Business and Supplier Performance Leader
4 days ago
**Key Responsibilities**:
The responsibilities for this position are broken down as follows: Local (applicable to the MEO only), Regional (applicable to GMIO) and Global (applicable across GM-defined regions)
- Monitor subscriber interactions, service levels, costs, average call handle time and quality
- Preparation of data to provide feedback on Advisor/Subscriber experience
- Daily monitoring of Average Call Handle time adherence
- Define outstanding customer experiences through innovative process design and partnerships to provide first call resolution.
- Develop and implement call centre strategies to achieve desired business results
Project management in implementing special projects as the need arises
- Act in a proactive manner to solve small problems before they become major issues
- Be "On Call" (24x7 accessibility via phone) on a rotational basis
- Drive process compliance and overall performance with Call Centre leadership
Provide input to OnStar training and curriculum development
- Gather and interpret complex quantitative and qualitative data
- Collaborate with a variety of business stakeholders including Marketing, Field Sales, Dealer Relations and Product Development teams
- Make presentations to all levels of management
- Be the voice of the OnStar Subscriber and Call Centre Partner within the OnStar organisation
LI-LV1
**Additional Job Description**
**Knowledge and Experience**:
- Supplier Management/Call Center related experience
- Demonstrated customer focus by investigating and taking action to meet customers' current needs
- Demonstrated ability to manage multiple projects/programs
- Proven performance management skills
- Ability to delegate and follow up/follow through to resolution
- Comfortable operating and leading in ambiguous situations
- Ability to interpret Customer and Supplier needs into requirements
- Experience in presenting to senior management
- Highly culturally aware
- Knowledgeable and comfortable with new technologies and business models
**Education**:
- Business and Finance qualifications to a degree level
- Appropriate Project Management certifications
**Skills**:
- Call Centre Management
- Project Management
- Business Process Analysis, Development and Change Management
- Demonstrated ability to drive for results
- Demonstrated ability to perform in a fast paced and complex work environment
- Proved Performance Management skills; setting Goals, Objectives, Measuring Performance and Providing Guidance to staff to improve performance
- Desire to drive excellence
- Demonstrated ability
- Team Leadership capability
- Ability to meet deadlines
- Excellent oral and written communication skills
- Strong interpersonal skills
- Strong presentation skills
- Excellent attention to detail
- An understanding of / interest in IOT and the automotive industry
- Proactive with strong initiative
- Ability to be flexible and possess high interpersonal skills
- "Can-do" attitude and ability to react quickly in a dynamic environment
- Strong analytical skills
- Strong team player
**Competencies**:
- Regional Understanding/Mindset
- Mange across geographies and functions
- Drive For Results
- Problem Solver
- Timely Decision Making
- Functional Expertise
- Dealing with Ambiguity
- Strategic Agility
- Business Acumen
- Intellectual Horsepower
- Managerial Courage
- Building Effective Teams
- Organisation Agility
- Managing Vision/Purpose
- Integrity & Trust
- Customer Focus
**About GM**
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
**Why Join Us**
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
**Diversity Information**
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteeropportunities.
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