Kuala Lumpur,

Join a team recognized for leadership, innovation and diversity

THE FUTURE IS WHAT WE MAKE IT

Sr Manager - Regional CS Leader

Malaysia

Honeywell offers employees the opportunity to work on the world’s most exciting projects, redefining the cities we live in, the buildings where we work, and the vehicles that move us.

We are currently seeking a Regional CS Leader to join our Honeywell Building Technology team in our Kuala Lumpur office. Working with the Sr Director of Customer Experience, The Regional CS Leader will responsible of the end-to-end Customer Service- Order Management in the region and To create a memorable Customer Experience, making it easy through People, Process and Tools

 

Responsibilities:

Operational Management for Customer Service – 30%

• Overall Responsible for Regional Customer Service Operations in the Region, maintain the expected KPI results

• Being the Customer Service focal point in the Region in relationship across GBEs and Functions

• Partner with GBE CX Leaders, with other regional Leaders, Disputes Leader, ISC and C2C to ensure smooth and standard Operations in the hubs and affiliated locations.

• Set up and stabilize the Operations in the hubs

• Define and ensure the right Capacity and Utilization for Customer Service teams

• Ensure business and process continuity

• Partner with Functional Excellence and Learning and Enablement for ensuring the right resources on training, development, analytics and process execution

• Build relationships with CX teams in other Honeywell divisions to facilitate effective knowledge sharing

 

Operational Excellence 50%

• Work with Honeywell Corporate CX on the Global Initiatives that will improve Customer Experience (Perfect Order, GDM)

• Responsible in implementing and maintaining HOS across the HUBs

• Ensure successful collaboration with ISC for improving Customer Experience (OTTR, OTTFP to hit CSAT and CES)

• Partner with IT to implement the global customer support toolkit including SFDC, InContact, and Self Service or Customer related

• Value stream mapping- Standardize Order Management per process-one HBT process across GBEs (Product, Services, Project etc)

• Responsible to decrease the Customer Touchpoint no/order through standardization, digitization

• Collaborate with IT and Functional Excellence to Identify areas for RPA and Automation, then implement and measure success rate

• Responsible in increasing efficiency of resource Utilization with Standardization, Automation, RPA and Self Service

 

 

• Ensure World Class communication with Customers by creating a pool of excellent knowledge and soft skills

 

People Engagement – 20%

• Mentor, motivate, and develop staff, create a culture of people engagement and joy at work

• Responsible for ENPS on the hubs and the plan to keep attrition under control.

• Collaborate with the relevant stakeholders to implement and rollout Gamification and other actions for people engagement

• Responsible to build a strong succession and development plan, career path and MRR process for the teams

Ensure regular and effective communication with the Teams

 

Supervisory Responsibilities

Regional Role supervising the Hub Leaders across the GBEs for the region.

Experience & Educational Requirements

• Bachelor’s Degree in a relevant discipline

• 5+ years of senior customer support experience

• 5+ years of Experience leading a large disbursed team at a senior level

 

We Value

• Being passionate about customer service

• A capacity to make decisions in the face of ambiguity

• An ability to lead diverse groups

• An ability to lead through complexity and change

• Proven track record of delivering results in a matrixed environment

• Ability to work effectively in a cross functional environment

• Solid presentation and oral and written communication skills with proven ability to influence

• Demonstrated ability to deliver on complex situations or problems without guidance or supervision

Ability to foster good relationships, work independently and in collaboration with different stakeholders

 

About Us
The world is changing. And it’s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We’re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.

Discover More
We’ve been innovating for more than 100 years and now we’re creating what’s next. There’s a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/

If you believe what happens tomorrow is determined by what we do today, you’ll love working at Honeywell. 

The future is what we make it. So join us and let’s do this together.



Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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Additional Information

  • JOB ID: req255348
  • Category: Customer Experience
  • Location: UOA Corporate Tower, Avenue 10, The Vertical,,Bangsar South City, No. 8, Jalan Kerinchi,Kuala Lumpur,WILAYAH PERSEKUTUAN,59200,Malaysia
  • Exempt
Global (ALL)

Kuala Lumpur,

Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.

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