Operations Excellence Support Manager

Business Context and Main Purpose of the Job:
Drive operation excellence covering both Customer Experience and Logistics in TH, MYSG and MCL. Job requires to optimize and streamline current process and drive best practises across countries.

Job Scope 1(Customer Experience):

• Focus on supporting CX team on driving best in class O2C processes and management of supply chain relationships with key customers in order to optimizes customer satisfaction/experience.
• Develop and implement CX initiatives and capabilities in collaboration with BU and markets.
• Champion adherence to CX best practices. Collaboratively manage multiple links within markets CX function to achieve excellence in customer service.

Key Deliverables:
1. Process Excellence

• Bring process expertise to design and implement customer service improvement projects that drives service, process improvements and well being.
• Work closely with cross functional colleagues both internally and externally as one team and aligning expectations while holding others accountable.
• Engage global communities of practice for support.

2. Drive Customer Engagement

• Understand E2E CX processes with key customer cells to leverage greater integration and alignment.
• Gather Best Practices, Success Stories and Key WoW to share and communicate across relevant markets.

3. Performance Reviews and Insights

• Regular review of service both internal and customer perspective for key markets. Review hotspots to understand root causes and support on driving actions for recovery.
• Regular touch base with key Customer-Market cells, to understand key pain points, market dynamics, key customer interactions and engagements.

Job Scope 2 (Logistics):

• Operation excellence role that requires close collaboration with Logistics team on driving better processes in logistics operations in TH, MYSG and MCL.
• Develop and implement Logistics initiatives and capabilities to improve processes and operation efficiencies.
• Champion Logistics best practices and be the interface to Logistic Excellence team in SEA. Collaboratively manage multiple links within markets to achieve goals.
• Consolidate Sustainability program of all markets and drive new initiatives.

Key Deliverables
1. Process Excellence

• Streamline operations across markets based on the best practises.
• Deploy new capabilities /best practises rolled out by Logistics Excellence SEA or Global logistics.

2. Technology and Analytics

• Develop new capabilities & technologies, partnering with incumbent and new logistics solution providers to establish pilots in existing operations.
• Develop & run analytics and benchmarking projects to identify cost/ performance improvements.
• Develop and enhance performance visibility; implement systems & tools and provide the analytical framework to mine data.

3. Fuel for Growth

• Unlock fuel for growth opportunities through above initiatives.

Key Interfaces (ALL)

• In-country Customer Experience and Logistics teams.
• 3PL, Logistics Excellence and Customer Service Excellence.
• SC Finance, UniOps (eg:PH Hub) & IT.

Qualifications

• Masters / Degree in Logistics / Supply Chain Management or equivalent with at least 2years experience in Customer Service or Logistics role.
• Strong analytical skill required.
• Leadership: delivers results through others.
• Good interpersonal and influencing skills.
• Data and technology acumen.
• Ownership: pro-actively drive work forward, come up with new ideas and make them a reality.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.