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Role reports to：
Regional Consumer Care Leader APAC位置：
Asia Pacific, Philippines, National Capital, Paranaque工作地點：
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Profile Summary:
The Regional Associate Manager is responsible for coordinating and managing Regional Consumer Care Operational tasks to ensure adherence to the established and new processes promoting compliance and operational excellence. Identifies, communicates, and implements changes as the result of emerging issues and/or opportunities for improvements in service delivery adhering to regional and local compliance requirements.
The position holder is also responsible for coordinating and supporting regional Quality & Compliance tasks to ensure strong partnership with key business stakeholders in collaboration with the Global and Regional Consumer Care Teams to identify and execute solutions and new business opportunities, ensuring value and driving consumer engagement and experience.
Supports local contact centers by providing guidance and recommendations in their daily operational activities (e.g., Case Management, Market Research, Cross-Border, Business Partner Clarification, HVE, process improvements, etc.) based on documented standard procedures and best practices.
Supports and coordinates the deployment of new CCC operational procedures or best practices to the APAC Consumer Care team.
Represents APAC Consumer Care in global, regional, or local meetings (as needed) related to CCC Operational Compliance activities.
Own, partner and review the regional operational procedures and partner with local and global teams on a generation of new documents to optimize Consumer Care operations.
Closely collaborate with GCC Quality & Compliance, and Training teams to implement programs and tools that continually improve implementation of standard procedures for quality of services to consumers.
Supports internal and external audits/inspection, and necessary post inspection activities.
Spearhead & identify potential system and process improvements to reduce the complexity and workload for the local Consumer Care teams.
Acts as back-up for Consumer Care Market Lead overseeing local contact center operations during long-term leave and/or resource movement.
Active interest and strong engagement in technology conversations &/or activities to become primary learners and ensure vendor and APAC CCC teams clear understanding and experiences are considered, along with espousing compliance to existing procedures & documentations
Leadership and representation of APAC in global governances in the product knowledge, master data and operational procedures management, with business partners in Consumer Care and Kenvue stakeholders and ensuring these are shared back and implemented in full & correctly in the APAC.
Required Minimum Education: Bachelor’s degree or equivalent.
Required Years of Related Experience: 4-6 years of Consumer Care Environment experience is required.
Required Knowledge, Skills and Abilities:
Passion for consumers and consumer experience; conviction to deliver Consumer Care as a strategic asset to the organization.
Deep understanding of and experience with developing and maintaining contact center solutions as strategic assets for Marketing, Market Research, Sales, Communications as well as Safety and Quality. Experience with Digital Consumer Engagement and/or eCommerce solutions an asset.
Strong business acumen with solid business case development and presentation skills.
Superior communication skills and ability to advocate for Consumer Care. Ability to interact with leaders at all levels.
Ability to shape and secure stakeholder decisions required to achieve business objectives, reconciling the need for commercial agility with GxP requirements.
Highly developed leadership and interpersonal skills to ensure the desired company culture and achievement of goals; effective team leader; experience working in highly matrixed organization with cross-functional teams.
Strength of character to raise issues and sound judgment to identify opportunities.
Results-oriented with willingness to take on responsibility and act with initiative, a high degree of personal ownership and accountability.
Ability to create an environment that fosters learning, growth, risk-taking, and innovation.
Ability to adapt and respond quickly to changes in priorities and business conditions.
Key Working Relationships:
Internal: All Kenvue departments/functions that may be in contact with APAC Consumer Care
External: Consumers, Service Providers (e.g. Outsourced Contact Centers, Distributors, Market Research Suppliers), and Regulatory Agencies.
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