Manager, RCC Business Process Re-Engineering

Singapore, Singapore, Singapore
Apple Retail

Summary

Posted:
Weekly Hours: 40
Role Number:200134392
The Retail Contact Center Business Process Re-engineering (RCC BPR) team is looking for a proven management professional with strong business process and project management skills to join our team. This role will lead a team supporting the implementation of key technology and business processes in a Contact Center environment. The ideal candidate will be self-directed, motivated, and comfortable working in an extremely fast paced environment. Flexibility and adaptability are key attributes needed for success. This individual should also have strong analytical, process management and coordination skills to handle a variety of activities and complexities spanning the organization. Candidates must be willing to work at a very detailed level while still being able to abstract ideas for communication to the team and executive management.

Key Qualifications

  • Minimum 8 years experience in leading process / project implementations, with at least 5 years of management experience
  • Requires thorough expertise related to business process re-engineering best practices and project management methodologies (i.e. Agile and Waterfall), as well as change management and organizational readiness tools and methodologies
  • A track record of managing project delivery for a large, cross-functional project portfolio
  • Deep expertise of Apple's Digital Commerce ecosystem and the Retail Contact Center technologies and processes preferred
  • Excellent communication and presentation skills
  • The ability to achieve results in an ambiguous environment
  • Collaborative, flexible, open working style and an ability to establish trust and credibility quickly
  • The ability to drive strategic discussions and convert strategy to action
  • Technical acumen required to effectively discuss and strategize with Information Technology leads
  • Strong analytical thinker who is data driven yet able to make quick decisions
  • Interpersonal communication skills with expertise distilling complicated technical topics to a broader audience

Description

Oversee a team responsible for end-to-end implementation of technology and process improvements focused on the interactions between contact center specialists and Apple customers, while facilitating an overall great customer experience Lead the coordination of resources, project scope, business requirement documentation, project documentation, project status reporting, project risk management, timelines, project communication, change management as well as post-implementation audit reviews Act as a liaison between the business and technology groups to ensure business needs are adequately met with technology solutions

Education & Experience

Bachelors Degree

Additional Requirements