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HEINEKEN - the world's most international brewer. It is the leading developer and marketer of premium beer and cider brands. Led by the Heineken® brand, the Group has a portfolio of more than 300 international, regional, local and speciality beers and ciders. We are committed to innovation, long-term brand investment, disciplined sales execution and focu...
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KEY RESULT AREAS
- Drive market share
- Drive and maintain Accessibility, Availability and Activation and Affordability for clients
- Drive RSP
- Brand portfolio approach across all categories Beer, Wine, Spirits and RTD
- Drive price-driven promotions and power pack compliance agreements with customers
- Build partnerships with customers
- Maintain call strike rate
- Drive continuous improvement and implement business improvement initiatives
- Take responsibility for own development and contribute to team effectiveness by displaying HEINEKEN Behaviours
EDUCATIONAL QUALIFICATIONS
- Relevant Tertiary Qualification (Diploma / Degree)
PROFESSIONAL EXPERIENCE AND PERSONAL ATTRIBUTES
- 2-3 years of FMCG or relevant experience
- A valid drivers license - Code 08 without endorsements with at least 2 years driving experience
- Weekend work and promotions
- Persuasive selling skills & negotiation
- Sales Commercial Insights: Awareness and understanding of the implications of fundamental commercial implications on day-to-day decisions
- Sales process management :Understand the primary key drivers of sales in different channels
- Sales Product Knowledge: Product relevance by channel, cluster and tier understood and applied
- Sales strategies and plans to sustain brand growth
- Sales Technology Application: Demonstrate an understanding of how technology works within the sales process
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KEY RESPONSIBILITIES
- Lead a Customer Board with Exco senior leadership to objectively provide a voice for customer and consumer feedback, required business interventions and reset for how things have historically been viewed.
- Ensure a clear understanding of the company’s vision and goals and respective contribution from Customer Experience Excellence.
- Create and execute a Customer Experience strategy, including, but not limited to, global benchmarking, digital customer experience evolution and channel adoption, research and customer channel interaction analytics.
- Establish and roll-out a Customer Experience maturity roadmap for holistic management as internal capabilities increase and external expectations evolve.
- Drive an appropriate level of audience segmentation to deliver personalized and relevant customer touchpoints through strategic partnerships with suppliers and partners.
- Devise and implement insightful customer experience feedback mechanisms and UX as a norm to contribute to data driven decision making.
- Coordinate the various roles associated with Customer Experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
- Lead innovative, disruptive, fresh and modern customer interaction projects.
- Understand business and financial measures when working on customer retention (NPS, eNPS, NPV, Cost Benefit Analysis, Cost to Acquire, Cost to Serve etc.).
- Take full ownership of key performance indicators relevant to stages of customer engagement.
- Proactively influence customer needs and manage the customer’s lifecycle.
- Personal effectiveness & excellence – Display an iterative learning mentality. Actively seeks out opportunities to learn and develop and promotes learning and development in others.
- People and Expectations
- Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
- Assess team development needs and close gaps through coaching, training and creating a pro-learning environment
- Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives
- Ensure that recruitment, selection and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan.
- Perform side by side coaching with team leaders to develop their skills in leadership pertaining coaching and development, contact center operations and problem solving.
- Ensure team leaders monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes.
- Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings and reviews of service level agreements in order to achieve buy-in in terms of total customer satisfaction.
EDUCATION AND EXPERIENCE
- Relevant Bachelor's Degree
- Minimum of 8 years’ experience Customer Service experience.
- Minimum of 5 years in managing operational capabilities, quality assurance, learning and development, workforce management.
- Lean/Six-Sigma or Agile certification will be an advantage.
- Process engineering and/or Design thinking will be beneficial.
- Certified Customer Experience Professional (CCXP).
- Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
- Demonstrated experience in designing and implementing Operational Workforce planning methods/processes, L&D Process Management and Contact Centre Total Quality Management Processes.
- Track record of customer-centric decision-making.
- Tech-savvy in evolving technologies.
- Manage BU budget, to acceptable levels while continuously contributing to a positive spend.
- Comfortable with public speaking and facilitating large group sessions.
- Excellent contextualization skills to empathize and understand customer pain points and work with them towards resolution.
- Product and organizational knowledge
- Able to work in a high growth, fast aced and ever-changing environment.
- Good written, verbal and presentation communication skills
- Excellent reporting skills and the ability to effectively communicate key initiatives and measures to stakeholders at various levels
- Work experience in multiple such as voice of customer, experience design, digital UX, customer intelligence, customer loyalty or multiple functional areas, such as marketing, quality, service, etc.
- Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
- Resilience - Remains determined despite frequent obstacles. Possess high levels of EQ. Able to work in a high growth, fast aced and ever-changing environment.
- Creative - The ability to use imagination and new ideas to produce solutions.
- Innovativeness - The ability to formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems. Ensures a 'Consumer and Customer focused' approach is implemented in own division.
- Entrepreneurial – The ability to think ahead to spot or create opportunities and maximize them. Builds collaborative relationship and networks – People and relationship building centric. Develops internal/external relationships with an organization focus, to resolve both short-term issues and advance longer-term projects/work.
- Entrepreneurial – The ability to think ahead to spot or create opportunities and maximize them. Builds collaborative relationship and networks – People and relationship building centric. Develops internal/external relationships with an organization focus, to resolve both short-term issues and advance longer-term projects/work.
- Engagement skills - Communicates persuasively and confidently to influence and negotiate positive outcomes. Ability to use storytelling to effectively inspire stakeholders to implement the proposed actions/ solutions.
- Leading change – Change Management advocate. Experienced in navigating ambiguity and change with an entrepreneurial mindset. That involves, supports and motivates others in finding improved ways of working. This includes the ability to inspire and motivate the team towards a common vision and to challenge the status quo and drive change in the business environment. The ability to challenge the status quo and drive change in a business environment
- Responsible & Accountable - The ability to work in a way that considers its impact on
- Challenging - The ability to challenge the status quo and drive change in a business environment.
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KEY RESPONSIBILITIES
Perform Administrative and Contractual duties.
- Developing and implementing systems and processes to ensure the smooth operation of the building environment.
- Manage front of house/ reception in line with Heineken Beverages corporate standards
- Manage office concierge services.
- Manage Office driver.
- Ensure supplier data base is optimized in line with administrative function
- Manage staff shuttle services.
- Complying with Heineken Beverages SHE policies
- Manage both internal and external stakeholder expectations.
Establish and maintain systems to improve control and to maintain optimal services within the building
- Effective Stock control
- Implement cost-effective courier functions.
- Facilitate onboarding/ exiting of staff.
- Control administration budget via SRM/ SAP
Financial/ Budget Management
- Draw up an annual departmental budget.
- Manage expenditure in line with approved budget.
- Identify cost saving opportunities and implement them.
- Manage assets in line with Heineken global policy
- Prepare and submit capital expenditure requirement list.
- Responsible for overall departmental financial performance
Contract Management
- Perform regular audits on service providers.
- Manage office related external contractors.
- Cleaning and pest control
- Office Catering services
- Office bathroom Hygiene
- Air conditioning
- Security
- Office Shuttle Services
- Plumbing
- Ensure SLA’ for contractors are in place
- Monitor and actively manage the performance of the external service providers.
- Support security function with daily operational service delivery
Relationship Management
- Ensure effective relationships are cultivated:
- Landlord
- Service providers
- Internal and external stakeholders
Environmental Management
- Manage office waste in accordance with legislation and Heineken Beverages policy.
- Ensure external service providers are compliant with the Heineken environmental policy
General Administrative duties
- Managing space planning and churn
- Facilitating and arranging office events
- Collaborate with various departments on ad hoc requirements.
- Various Office Projects
People and Expectations
- Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
- Assess team development needs and close gaps through coaching, training and creating a pro-learning environment.
- Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives.
- Ensure that recruitment, selection, and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan.
- Perform side by side coaching with team to develop their skills in leadership pertaining coaching and development, contact center operations and problem solving.
- Ensure team monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes.
- Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings, and reviews of service level agreements to achieve buy-in in terms of total customer satisfaction.
EDUCATION AND EXPERIENCE
- Relevant Tertiary Qualification
- Thorough understanding of leadership skills, coaching method and people management
- Excellent conflict management and resolution skills.
- Excellent verbal & written communication skills.
- Excellent analytical skills.
- Understanding of financial principals and business management.
- Proven experience in managing a departmental budget.
- Excellent ability to facilitate and manage change.
- Innovative, resourceful, and self-disciplined.
- Excellent performance orientation coupled with strategic and entrepreneurial thinking.
- Excellent computer skills
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KEY RESULT AREAS
- Drive market share
- Drive and maintain Accessibility, Availability and Activation and Affordability for clients
- Drive RSP
- Brand portfolio approach across all categories Beer, Wine, Spirits and RTD
- Drive price-driven promotions and power pack compliance agreements with customers
- Build partnerships with customers
- Maintain call strike rate
- Drive continuous improvement and implement business improvement initiatives
- Take responsibility for own development and contribute to team effectiveness by displaying HEINEKEN Behaviours
EDUCATIONAL QUALIFICATIONS
- Relevant Tertiary Qualification (Diploma / Degree)
PROFESSIONAL EXPERIENCE AND PERSONAL ATTRIBUTES
- 2-3 years of FMCG or relevant experience
- A valid drivers license - Code 08 without endorsements with at least 2 years driving experience
- Weekend work and promotions
- Persuasive selling skills & negotiation
- Sales Commercial Insights: Awareness and understanding of the implications of fundamental commercial implications on day-to-day decisions
- Sales process management :Understand the primary key drivers of sales in different channels
- Sales Product Knowledge: Product relevance by channel, cluster and tier understood and applied
- Sales strategies and plans to sustain brand growth
- Sales Technology Application: Demonstrate an understanding of how technology works within the sales process
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Strategic & Financial Results
- Develop, implement and continuous review of Heineken Beverage's health, safety and risk strategy in line with the corporate and supply chain strategy
- Identify Risks/opportunities/strategies to leverage Health, Safety and Risk performance
- Determine benchmarking requirements to establish common indicators/measurements
- Assure compliance to all company and statutory regulations governing
- Health, Safety and Risk Health, Safety and Risk reporting to all governance committees within Heineken Beverages
- To plan and control the central Health, Safety and Risk budget to deliver the most cost effective results leading to continued competitive advantage
Operational Results
- Achieve Health, Safety & Risk statutory compliance, the Health, Safety & Risk goals and management system requirements
- Assure the maintenance and development of ISO1800 (45000) Health and Safety management systems for the agreed area/site and retain accreditation
- Lead and facilitate the development of policies, standards, philosophies and assure/facilitate implementation
- Assure the maintenance and development of management systems for each area and retain accreditation
- To manage company policies and statutory regulations for Health, Safety and Risk, including looking at accident prevention & implementation of systems to reduce accident rates
- To ensure the development and implementation of training Health, Safety and Risk ensuring mandatory training is delivered
Customer & Stakeholder Relationship results
- To build effective partnerships with suppliers, regulatory bodies and government agencies which lead to continuous improvement in their services
- Build effective relationships with all stakeholders within Supply Chain and wider Heineken, to ensure Health Saferty & Risk compliance
Innovation & Improvement Results
- Continuously improve and innovate Health, Safety & Risk technology approaches & practices
- Promote and drive collaboration between other Heineken Supply Chain Regions and functions to drive performance improvement through benchmarking both internally and externally.
- Effect organization change & drive effective innovation; results and teamwork
- To develop a culture of continuous improvement to drive improvements within Health, Safety and Risk
- Establish forums/networks for effective functional communication/knowledge transfer
- Lead functional knowledge management and sharing processes: Develop centres of excellence and subject matter experts
The successful candidate must have the following experience/skills:
- Relevant Degree (Honours Degree will be advantageous)
- 8-10 years’ minimum relevant working experience
- Experience in working in African countries
- Proven experience in Health and Safety Management Systems
- Strong leadership capabilities with a focus on influencing key stakeholders
- Subject matter expert in Health, Safety and Risk legislation
- Incident investigation
- Partnerships with regulatory bodies and government agencies
- Health, Safety and Risk reporting to all governance committees Implementation of preventative measures
- Track record of continuous improvement initiatives
- Experience in benchmarking current processes againts best practices
- Proven experience in improvement of Health and Safety objectives with regards to DIFR, IOD, incidents, Hazards and near misses
- Maintain a high level of confidentiality and professionalism
- Excellent interpersonal & communication skills (verbal & written)
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Main responsibilities include:
- Further developing, in conjunction with the Senior Brand Manager, the brands’ strategic positioning with particular emphasis on the brand strategy, brand communication & media strategy, and channel execution strategies
- Contributing to the planning cycle by providing strategic input into long term plans, using all tools necessary to understand consumer & customer motivations and ensuring brand equity and market share development
- Work with the Channel Managers and Regional Trade Marketing Managers to support the development of a visibility & incentive toolkits to reinforce iconic brand assets & keep the brand top of mind
- Direct and liaise with the Channel & Commercial Teams across On-Trade, Off-Trade and eCommerce
- Work with the Events and Activations (HQ & Regional) teams to bring the brand to life in the market with fit for consumer events/activations/experiences
- Managing the evaluation of the brands’ performance using all available tools in conjunction with regular trade and customer visits including regular attendance at relevant consumer connections
- Managing the brands’ packaging development with focus on improving costs in conjunction with Supply Chain. Working with internal and external brand owners to ensure appropriate marketing mix including pack design and developments
- Influencing and developing the innovation strategy for the brand
- Zero Based Budgeting and Rolling Forecasts - Managing, controlling and reporting on the brand budget
- Management of Brand renovation projects, liaising with Innovation, Finance, Supply Chain and Commercial colleagues to bring new SKUs to the market’
- Any other duties assigned from time to time
Critical Experience:
- A Bachelor's Degree (preferably in business/marketing) with at least 3 years experience in a marketing role
- Proven experience of Strategic Brand Management, Creative Advertising Development, Digital, Media strategy, Sponsorship, BTL/Trade Marketing, Portfolio management, Packaging development
- Be self- motivated, creative and have excellent communication and interpersonal skills with the ability to influence at all levels
- Be highly analytical with effective planning, organisational, presentation and strategic skills to perform in a demanding environment
- Display strong leadership skills with capability of using a range of leadership styles to engage key stakeholders, groups, teams and individuals
- An effective communicator with capability to establish a strong collaborative way of working across the business to generate winning solutions
- Proven agency management
- A creative mind with a passion for crafting exceptional brand experiences
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KEY RESULT AREAS
- Drive market share
- Drive and maintain Accessibility, Availability and Activation and Affordability for clients
- Drive RSP
- Brand portfolio approach across all categories Beer, Wine, Spirits and RTD
- Drive price-driven promotions and power pack compliance agreements with customers
- Build partnerships with customers
- Maintain call strike rate
- Drive continuous improvement and implement business improvement initiatives
- Take responsibility for own development and contribute to team effectiveness by displaying HEINEKEN Behaviours
EDUCATIONAL QUALIFICATIONS
- Relevant Tertiary Qualification (Diploma / Degree)
PROFESSIONAL EXPERIENCE AND PERSONAL ATTRIBUTES
- 2-3 years of FMCG or relevant experience
- A valid drivers license - Code 08 without endorsements with at least 2 years driving experience
- Weekend work and promotions
- Persuasive selling skills & negotiation
- Sales Commercial Insights: Awareness and understanding of the implications of fundamental commercial implications on day-to-day decisions
- Sales process management :Understand the primary key drivers of sales in different channels
- Sales Product Knowledge: Product relevance by channel, cluster and tier understood and applied
- Sales strategies and plans to sustain brand growth
- Sales Technology Application: Demonstrate an understanding of how technology works within the sales process
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Key Responsibilities
- Develop, implement and continuous review of the Heineken Beverages environmental sustainability policy & strategy in line with the Corporate and Supply Chain Strategies
- Identify risks/opportunities/strategies to leverage SHERQ performance based on new legislative requirements as well as new best practice.
- Determine benchmarking requirements to establish common indicators/measurements.
- Assure compliance to all company and statutory regulations governing environmental sustainability. Identify new legislative requirements and ensure supply chain is informed and takes necessary action to ensure compliance.
- Present environmental sustainability reporting to all governance committees within Heineken Beverages.
- Plan and control the corporate environmental sustainability budget to deliver the most cost-effective results leading to continued competitive advantage.
- Guarantee Supply Chain environmental sustainability meets the goals, targets, and due dates to create value for the business.
- Ensure Heineken Beverages’ environmental status is measured continuously and reported on, annually through Heineken Beverages’ sustainability report, the Carbon Disclosure Project (CDP & CDP water) and other as required.
- Develop, implement, and continuously review of the Heineken SHERQ strategy in line with the Corporate and Supply Chain Strategy that reduce Major SHERQ Incidents.
- Identify Risks/opportunities/strategies to leverage SHERQ performance.
- Partner with insurers on risk mitigation strategies.
- Determine benchmarking requirements to establish common indicators/measurements.
- Assure the maintenance and development of ISO14001 environmental management systems for the agreed area/site and retain accreditation.
- Calculate the carbon emissions associated with the production activities of Heineken Beverages and to develop emission reduction strategies.
- Manage company policies and statutory regulations for Environmental sustainability, including looking at environmental incident prevention & implementation of systems to reduce occurrences.
- Assure the development and implementation of training Environmental sustainability ensuring mandatory training is delivered.
- Ensure legal compliance of all Heineken Beverages Manufacturing sites in relation to environmentaldischarges to the air, water, and land environments.
- Support production sites and farms with technical support related to water use legislative requirements and the development of wastewater treatment facilities and processes.
- Build effective relationships with all stakeholders within Supply Chain and wider Heineken to ensure SHERQ compliance.
- Continuously improve and innovate SHERQ technology approaches and practices.
- Build effective partnerships with suppliers, regulatory bodies and government agencies which lead to continuous improvement in their services.
- Promote and drive collaboration between other Heineken Supply Chain Regions and functions to drive performance improvement through benchmarking both internally and externally.
- Ensure collaboration between other manufacturing sites and functions to drive performance improvement through benchmarking both internally and externally.
- Follow Heineken Beverages’ policies and procedures and identify opportunities for continuous improvement.
Job Requirements Education
- Bachelor’s degree in environmental science, sustainability, or related field.
Experience
- 5+ years’ experience working in sustainability or a related field.
- 5 + experience in end-to-end supply chain management.
- Demonstrated success in developing and implementing sustainability programs.
- Excellent project management skills.
- Strong research and writing ability.
- Superior interpersonal and communication skills.
- Ability to influence and drive change.
- Demonstrated success in risk identification and mitigation.
- Experience in Health and Safety will be beneficial.
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Key performance areas
First Line Management:
- Provide first line corrective action and troubleshooting for packaging automation systems, to minimise downtime and losses.
- Takes a lead role in programming, fault finding and maintenance of PLC hardware and software and in the development of line data systems systems.
- To adjust the software for an automation system where required, observing the quality standards and always informing the supplier responsible for executing the maintenance contract of the relevant system.
- To advise and support shift technicians in corrective action for packaging automation system failures.
- To provide management information on breakdowns and work order progress via monthly reporting of breakdowns and stoppages.
Preventative Maintenance:
- Ensure reliable operations and availability of packaging automation equipment at Sedibeng Brewery by implementing effective preventative maintenance programmes.
- Monitor and manage the maintenance and breakdown contract with the external supplier.
- Ensure effective calibration programmes are in place for on line instrumentation.
- Actively use and assists with the development of the Computerised Maintenance Management System to effectively maintain and manage assets.
Process Optimisation:
- Assist realisation of high line operational performance (OPI), by optimising automated packaging equipment and sequences.
- Participate in TPM improvement teams.
- Enable process optimisation by modifying software and functional descriptions of process automation where required.
Safety, Health and Environment:
- Ensure safe working practices are observes and safety regulations complied with at all times.
- Identify safety risk factors for packaging automation and set corrective actions for these.
- Coach Brewery staff in safe work practises for automated packaging systems.
- Ensure the department operates within company SHE standards and OHS Act, through continued education and training and obtaining the co-operation and commitment of all staff to observe all safety rules, procedures and processes in order to drive zero accident mentality.
Continuous Improvement:
- Drive improvement processes and set priorities in order to develop, implement and maintain best in class standards and basic conditions.
Documentation:
- Ensure that all instrumentation controls documentation is kept up to date and reports are provided in a timely and accurate manner.
- Maintain all instrumentation and control documentation to the standard required by the quality system.
- Complete monthly reports on performance of automated packaging systems and instrument calibration schedule completion.
- Maintain updated work instructions for automated packaging systems.
Job Requirements
Education
- National Diploma or BTech/BSc in Electrical Engineering, Control Engineering or Process Engineering.
Experience
- Experience in a production or technical environment
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KEY RESPONSIBILITIES
Operating efficiently
- Effective complaint and enquiry management through execution of sound case management techniques.
- Plan, prioritize and delegate work tasks to ensure effective functioning of the department.
- Oversee the achievement and maintenance of agreed customer satisfaction levels and standards.
- Ensure accurate reporting that is aligned with customer expectation.
- Drive consistent achievement and compliance of quality requirements / benchmarks.
- Responsible for the operational management of the CIC function in terms of percentage shrinkage, ratio of calls/contacts per agent, labour days paid, ratio of scheduled time to schedule adherence, percentage absenteeism, hours of training interventions, percentage improvement in cost to revenue ratios, customer satisfaction, KPI’s and specific measures agreed and monitored with team leaders to maximize performance and customer delight and minimize cost per call minute.
- Set key performance measures in terms of service level adherence, percentage first contact resolution, average response times, percentage complaints vs. compliments vs. escalations, average abandonment rates, correctness of training / communication and coaching materials through utilization of Telephony systems to maximize productivity levels.
- Manage marketing campaigns from inception to the completion of customer service surveys where applicable.
- Manage any agreed business campaigns approved by the SSC on behalf of the Heineken Beverage Business Units
- Structure, develop and maintain the CIC consultant’s skill set to minimize Heineken Beverages exposure to product liability through training and standard process setting.
- Drive sales through cross and up selling opportunities whilst interacting with customers daily.
- Communicate and mediate with relevant external Legal Councils on cases elevated from these sources to minimize adverse public exposure.
- Adhere to master data governance and escalation procedures.
- Develop incentive strategies to drive sales.
- Develop more technical capabilities within the department to ensure that staff are adequately developed and supported with the growing demand of technical skills to support a growing consumer base of self-service customers.
- Stay abreast of all new age technologies that enable self-service and identify opportunities where processes can be automated and transitioned to self-service processes.
Winning with consumers and customers
- Evaluate customer delight levels through Quality Assurance evaluations as well as Satisfaction Survey analytics and ensure team leaders and consultants take appropriate remedial actions to maximize customer satisfaction.
- Develop strategies for the improvement of service levels and escalation measures with key stakeholders, customers and internal departments to provide feedback through report analysis of customer concerns and make recommendations for preventative measures and/or product development to ensure service standards are consistently being achieved.
Growing the Business
- Be aware of latest developments in technology and how this applies to upgrades of current technology and new technology that should be considered by the business for implementation or integration in the CIC Inbound team.
- Develop business and market the CIC Inbound function to entities within and outside the organization to ensure the CIC meets its targets in respect of customer service, sales / revenues, whilst decreasing cost to revenue ratios.
- Create shareholder value by growing the business assisting with the acquisition of new customers for Heineken Beverages coupled with sound retention strategies to retain the current customer base.
- Show creativity in identifying and recommending new business opportunities and /or re-engineering business processes and procedures to further enhance the Customer Relationship Management strategy both short and long term.
- Keep CIC management team fully informed about latest industry related matters and product innovations and ensure knowledge base is kept up to date.
People and Expectations
- Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
- Assess team development needs and close gaps through coaching, training and creating a pro-learning environment!
- Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives!
- Ensure that recruitment, selection and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan.
- Perform side by side coaching with team leaders to develop their skills in leadership pertaining coaching and development, contact center operations and problem solving.
- Ensure team leaders monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes.
- Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings and reviews of service level agreements in order to achieve buy-in in terms of total customer satisfaction.
- Promote team spirit, co-operation and morale, within and across teams.
- Ensure that Heineken Beverages Corrective Action Code and Procedure is correctly followed with assistance of Human Resources
- Be responsible for good housekeeping and safety practices in the office environment.
- Drive of change and support employees through change processes and improve NPS.
- Cultivate a culture that supports GBS (Shared Services division) Operations and Contact Centre Best Practices.
EDUCATION & EXPERIENCE
- Minumum Qualification - Bachelor's Degree in Relevant Field
- Minimum 8 Years’ experience in Public Relations – Dealing with Customers / General Public in a service / sales-oriented call / contact centre.
- Thorough understanding, interpretation and communication of Contact Centre metrics, statistics, data & actions to improve contact quality, customer service, revenue generation and productivity.
- Thorough understanding of service level agreements and negotiation with business partners, dealers, CIC Ops support and other suppliers.
- Thorough understanding of leadership skills, coaching methods, people management, sales generation and sales management, principles and practices of CIC management.
- Thorough understanding of all business technologies, processes and principles in the CIC and how they interrelate and align.
- Thorough understanding of interaction centre forecasting and work force management.
- Thorough understanding of key measures of service, sales generation and its impact on interaction centre success in the context of CRM strategy and vision.
- Sound knowledge of Sales, Marketing and Distribution / Supply Chain processes in manufacturing & distribution operations will be highly advantageous.
- Previous experience in the wine and liquor manufacturing and distribution industry will be highly advantageous.
- Excellent conflict management and resolution skills.
- Excellent verbal & written communication skills.
- Excellent analytical skills. Understanding of financial principals and business management.
- Excellent ability to facilitate and manage change.
- Product and retail selling knowledge.
- Innovative, resourceful and self-disciplined.
- Excellent performance orientation coupled with strategic and entrepreneurial thinking.
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KEY RESPONSIBILITIES
Change Management and Communications planning & execution.
- Participate in the process of creating a detailed project plan.
- Develop detailed change management and communications plans in accordance with sound change methodologies to meet project objectives.
- Submit change management and communication plans to Project Manager for approval.
- Work closely with the Project Manager to ensure that plans align.
- Modify content as the project progresses or requires.
- Consult with the relevant internal divisions to obtain input into the plan and buy-in to the project.
- Source trainers from the business to train the applicable individuals and update training material for future use.
- Engage with trainers to ensure that training content is aligned to changes.
- Engage and manage external providers that contribute with communication tools.
- Deliver and contribute to projects including project execution, close out and reporting requirements.
Change Management Methodology Implementation
- Facilitate the development of the change management methodology in consultation with external consultants and ensure the methodology is tailored for the SSC landscape.
- Input into the adoption roadmap for change management methodology into the business
- Build capacity for change management in the business.
- Input into departmental change scripts and management briefs
- Monitor compliance to the change management methodology.
- Conduct periodic change management assessments for the business, as required.
- Monitor integration of change management into other adopted methodologies
- Guide and advise on change management implementation to the business in support of the Director.
Communications
- Assist with the drafting, approval and publication of internal and external communications related to GBS changes or activities.
- Provide input for communication and training requirements related to projects, operational and functional changes or updates.
- Liaise with internal and external partners for creating content and design of internal and external communications.
- Review communications from business units to assist with editing and message consistency.
- Manage the relationship with the external design agency responsible for communication or site artwork.
EDUCATION & EXPERIENCE
- Bachelor’s Degree preferred and Change Management accreditation or equivalent experience.
- Qualification and / or equivalent experience in Operations Management, Leadership and Project Management are advantageous.
- Minimum of 5 years’ experience in Operations, Communications and Change Management
- Project Management (advantageous)
- Proven presentation skills
- Knowledge of project management principles
- Knowledge of Business process management
- Knowledge of Change management methodologies
- Knowledge and understanding of Information sharing methodologies and best practices
- Ability to analyze information.
- Excellent written and verbal communication skills.
- Strong relationship building skills with stakeholders & stakeholder groups.
- Problem-solving aptitude
- Methodical and disciplined work approach.
- Excellent time management skills
- Tech-savvy in evolving technologies
Method of Application
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