Customer Service Modernisation
Maximising the partner and customer value from device remote capability and enabling service operation productivity from remote capabilities.
Develop & manage programmes related to Xerox Equipment remote solutions across the DMO countries for both internal and external stakeholders. Including Remote Device data information and usage.
Lead DMO key programmes for remote services, reporting and facilitation of action plans for internal and external (partner) service call and back office efficiency.
Act as centre of competence for technical knowledge of CSO remote tools and web solutions, to support country deployment. Use acquired knowledge to support problem escalations.
PartnerNet Portal & Xerox.com (external facing web Portals)
Manage PartnerNet Portal providing CSO support & escalation to 140 countries, 800 partners & 7500 partner users.
Development of new Intranet & Internet solutions to enable productivity to Xerox partners and direct operations.
Develop and maintain content/solutions to empower partners to increase their service efficiency. Ensuring administration is controlled and admin queries are resolved in a timely manner
Lead CSO and Paper competency for SharePoint to maximise Portal communications and functionality.
Cross-functional working with IM, Marketing and global remote services teams to develop solutions to best-fit partner models.
Xerox Remote Print Services (XRPS)
Deployment lead for CSO information related to entry-level basic print service - Xerox Remote Print Service to support 800 partners with remote billing, supplies and diagnostic information.
Lead programmes to drive device connectivity, by managing monthly meetings and coordination of best practice sharing.
Accurate and timely and reporting to the Xerox Global Teams, ensuring data accuracy.
Develop business requirements and new solutions by gathering intelligence from CSO Operations, Partners and Global Xerox Teams
CSO Marketing in PNP - ensure CSO HQ team meet brand guidelines
CSO HUB - ensure CSO internal content is maintained with relevant and timely information for all country teams.
Development of marketing documents and presentations to service partners and direct operations.
Manage communications through newsletters, internal communications, team meetings and developing external brochures
Management & Processes
Internal owner for web based communication services and forums to maximise communications and data sharing across DMO, both Intranet & Internet
Accurate and timely reporting to support quarterly business reviews and execution of actions to meet management deadlines
Supporting the CSO team in transforming complex business challenges into simple actions, and execution of such actions to increase productivity
Lead key initiatives related to CSO for Partner Programme, involving cross functional stakeholders
Partner Relationship Programme
Support and coordination of Partner Relationship program & Partner End User Customer Survey
Accountability for data provided and shared with regions and HQ Teams
Manage in wave (small loop) closing to ensure that unhappy customers are contacted in 24 hours and action plans documented within 7-day timeframe.
Support the closure of actions plans through the Mid Loop process
Supporting participant countries with data input templates, user templates, including consolidation at DMO level.
Support in training materials and marketing materials
First line support for country problems, including technical questions on systems
Visibility and interpretation of the results for the Relationship surveys at country/region and DMO level.
Develop business requirements and deliver new content by gathering intelligence from Paper Operations, Partners.
Manage and deliver the modernisation of Paper Marketing including development of value propositions.
Regional Support providing product brochures and collaterals.
Lead the re-design & maintenance of internal site to improve the user experience for Paper operations.
Develop & maintain paper content to be provided through Xerox PartnerNet Portal- including learning content for paper partners.
Support the paper team with data management and data analytics.
Lead a project which involves frequent interaction with senior levels within the corporation.
Develop a project plan with timelines ensuring they are met.
Facilitate the discussion on strategy to ensure that all areas are covered.
Complete project work engaging functional management.
Deploy pilots across multiple countries in DMO - working closely with the country teams.
Analyse the results of pilots to determine whether the strategy was successful.