Head of GES Service Standards

Vor 7 Tagen

Weiterstadt, Hessen, Deutschland The businesses of Merck KGaA, Darmstadt, Germany Vollzeit 80.000 € - 120.000 € pro Jahr

Your role:

We are looking for a strategic and visionary Head of GES Service Standards & Experience to elevate our Global Enterprise Solutions (GES) service standards and service experience across the organization. This role is ideal for individuals with a wealth of experience in the Global Business Services (GBS) industry, who possess a modern approach to service experience and client engagement. You will play a crucial role in shaping the future of our service/channel strategy, ensuring that we not only meet but exceed the expectations of our clients and win their hearts. In this role, you will define and govern the contact channel strategy, ensuring optimal routing and containment while establishing standardized service metrics across all GES services. You will also conduct assessments and benchmarking to identify areas for improvement, leveraging text and sentiment analytics to drive actionable insights. Your leadership will guide the development of a global Voice of the Customer (VOC) system, enhancing our understanding of client needs and preferences. 

Who You Are:

  • Experienced Leader: 10+ years in Shared Services, GBS, or Service Management, with 5+ years leading global teams.
  • Project Management Expert: 8-10 years of experience managing medium to high-complexity projects, demonstrating your ability to drive significant initiatives.
  • Innovative Thinker: Familiarity with ServiceNow or similar platforms, along with knowledge of Virtual Agent and AI technologies.
  • Collaborative Team Player: At least 5 years of experience working in diverse international teams, successfully engaging with multiple departments and external parties.
  • Results-Oriented: Proven success in major projects and initiatives aimed at implementing measurable process improvements.
  • Strong Communicator: Excellent stakeholder management and change leadership skills, with the ability to inspire and engage teams across functions.
  • Client-Centric: Committed to fostering a client-focused culture, leading by example and instilling best practices that enhance service delivery.

Department: EF-DS-GTU Service Standards & Experience

Level: Manager 4

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