Cisco may have a job for you! Visit its career pages: cisco/web/about/ac40/about_cisco_careers_home.html You may find vacancies like the one below. Requisition #: R946595 Location: UNITED STATES.NORTH CAROLINA.RESEARCH TRIANGLE PAR Job Title: Business Operations Manager Region: AMERICAS Area of Interest: Operations Level of Experience: Experienced - Non Manager Flexible Work Option: Yes Job Description: Position Title: Global Process Manager Role Definition and Description: • Responsible for managing a specific CPE Global Operations process. Adhere to policies and processes and ensure global consistency with regional effectiveness, scalability, and compliance with global and regional business rules including ISO/SOX compliance. • Actively looks for opportunities for improvements in processes, operational tools, business rule policies, and theater alignments to simplify and optimize the customer experience and drive operational efficiencies. Support global and regional CPE process improvements and initiatives. • Provides leadership for planning, developing and implementing business processes by applying knowledge and understanding of all inter-dependencies, including tools and systems, between business processes. Ensures that the quality of project deliverables meets customer requirements. • Delivers intelligent business insights through translation of reporting and analytics. Responsible for process documentation and ongoing updates. • Single point of contact and spokesperson for the process in working cross-functionally and owner, reviewer and approver of process changes. Key Responsibilities and Accountability: • Working cross-functionally with key stakeholders, identify the desired business outcome goals and establish appropriate targets and SLAs to achieve goals and drive results. • Conduct weekly vendor meetings to understand performance and results. Monitor performance metrics and identify root cause and corrective actions to achieve goals. • In partnership with the Service Delivery Manager and Vendor Manager, support performance management of the outsourced vendor(s) in the execution of the process area owned and in meeting business goals, targets and SLAs. • Influence through applied knowledge by making financially sound, well-informed and timely decisions based on functional expertise, regional knowledge and industry trends. • Develop training and support materials for customers and cross-functional groups providing timely education of the processes. • Identifies, analyzes and develops risk response plans. • Provides task and project updates with concise meaningful communications via presentations and email. • As the process Subject Matter Expert works collaboratively with the Acquisition Integration teams to successfully merge and integrate acquired companies’ business processes and tools within Cisco global standard processes. Ensure the quality of project deliverables meets customer requirements. Success Metrics: Responsible for meeting agreed upon success metrics which may include: • Cycle time attainment • Quality goals • Internal and external Customer Satisfaction • Project Milestones Competencies and Skill Requirements: • Strong, proven track record of identifying, documenting and executing cross-functional process improvements as well as implementing complex systems. • Strong analytical and project management skills (DMAIC training preferred) including the ability to influence stakeholders and support change management. • Experience in monitoring and being responsible for maintaining compliant operational processes and systems including knowledge of Sarbanes Oxley act. • Knowledge of complex customer service environment i.e. call center or contact center and experience in working with outsourced vendors is preferred. Soft Skills: • Strong written and verbal communication and interpersonal skills with the ability to resolve conflicts and effectively do problem solving. • Perform decision-making and meeting deadlines, requiring minimal supervision. • Self-motivated, creative, team-player with strong presentation skills. • Flexibility in a fast-paced, changing environment. Min. Education/Qualifications/Certifications: • BA/BS degree or equivalent plus 7+ years related experience. • Advanced Microsoft Project, Visio, PowerPoint, and Excel skills. Share on facebook Share on linkedin Share on twitter
Posted on: Fri, 05 Jul 2013 18:07:15 +0000
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