Procter & Gamble Client Service Delivery Leader in Singapore, Singapore
The Client Service Delivery Leader leads a regional organization responsible for client interface and operational service delivery.
Key objective is to create and maintain client relationships so that clients understand how Global Consumer Relations can add value to their business objectives.
Partnering with Service Management, combined with a deep understanding of categories/markets, the role is accountable to ensure the right mix of Global Consumer Relations solutions are adopted and delivered on strategy per the aligned success targets.
Success targets will be aligned with Service Management for each solution/brand/mkt combination to achieve optimum value return.
You report to the Global Client Service Delivery leader as the regional SPOC, and your team comprises 10 employees located throughout the region.
How success looks like
After 1st month:
• Demonstrate initial understanding of the region’s Country-Category Brand Combinations and their basic needs
• Onboard and develop initial assessment of region’s service delivery scorecard while maintaining service delivery standards
• Onboard for P&L, budgets and progress of all projects in the region
After 1st quarter:
• Establish basic drumbeat and clear responsibilities within team for service management, service renewals, client communications
• Effectively lead service delivery operations, enabling the team to deliver established processes while refining processes that require improvement
• Develop strong relationships with all stakeholders: business leaders, service management team, vendors/partners, counterparts in other regions
After 1st year:
• Establish fully-functional client management model with clear understanding and delivery of different Brands/Businesses’ needs, value adding to brand strategy
• Drive improved service delivery standards through process/design improvements and innovations
• Steward capacity and capability plans for the region, co-owning individual development and career plans with team members
Responsibilities of the role
Develop strong relationships with Brand teams and enable your team to do the same. Develop and maintain an in depth understanding of business needs and strategies
Anticipate where and how Global Consumer Relations can add value to business strategies
Engage with business leaders at the right time and enable your team to develop JBPs so they are active in the business planning process / lead annual service renewals process
Partner with the Service Management team to align solution mix, adoption targets, success targets and plans.
Enable your team to lead adoption of services appropriate to business needs, securing business funding and aligning scope with priority clients
Accountability for the P&L for all solutions across the region
Lead client communication plans and play your part as a partner to the business team
Manage any client issues/dissatisfaction with solutions
Feed client insights back to Global Consumer Relations (eg to Service Management Team, initiative insights to other regional CSD teams)
Lead the service delivery strategy for the region
Lead vendor partner strategic relationships and delivery of operations
Set clear direction, leading the service delivery team to deliver strong execution, continuous improvement and issue management to drive overall client satisfaction across Global Consumer Relations services
Enable your team to ensure delivery models are in place across the service portfolio including internal and sourced resourcing
Drive continuous improvement through innovation, insights and external view across the work of CSD
Lead the team through emerging issue/crisis situations, enabling delivery teams to execute with excellence, agility and strong communications back to the business
Partner with Service Management team on service related initiatives eg. sourcing strategies, piloting new service features
Provide clear direction setting to the regional organization
Anticipate and address capacity and capability building needs
Stay connected to regional clients, networks and Global Consumer Relations’ leadership team especially for share and re-apply opportunities across regions
External networking – stay in touch with external trends and industry learning
Role Requirements 1. Minimum of 8 years’ experience in client services or operation delivery 2. Demonstrated success in effective leadership, problem solving and priority setting 3. Strong communication (presentation, written, and listening) skills 4. Excellent collaboration skills and the ability to work within diverse organizations and team 5. Strong understanding of the Consumer Goods industry or Asia Pacific markets is a plus
About us We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders are able to lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.
Visithttp://www.pg.comto know more.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship or any other legally protected factor.
Title: Client Service Delivery Leader
Requisition ID: COM00000308