customer Operations control managerUnilever

Background
iOps is a global transformation programme which is fundamentally changing the way we run our operations to unlock growth and deliver superior Customer Experience. The programme delivers business outcomes by transforming operational processes, leveraging technology, and implementing a future-fit organisation design.
The UniOps organisation is rapidly deploying the new Integrated Operations (iOps) model consistently across the globe. The transformational new way of working for all of Unilever's markets based around the Run, Power, grow principle will see iOps as the operational engine for sustainably "Running" the business into the future.
With three lead objectives (Enhance User Experience, Unlock value and Improve Efficiency, Capital and Controls) the iOps transformation both during implementation and then in the future-state "run" organisation will rely on excellent execution of transforming current ways of working across all pillars (process, technology and organisation) as we transition work and then continuously improving the performance management of day-to-day delivery at scale in partnership with our 3rd-party delivery-partners.
The acceleration of iOps has brought forward the opportunity for this exciting role to manage the Performance Delivery of work transitioned to our Partners.
Main Purpose of the Job:
​​This is an exciting opportunity to play a role in this exciting transformation and to ensure the successful role out and ongoing performance of Customer Operations (iOPS) in SEAA. The successful individual will:
​Be the focal point of Customer Ops operations between L1 (Country), L2 (Vendor) and L3 (Global Design Excellence, Global Platform teams).
​Be the custodian of end to end process operations and delivery.
​Ensure day-to-day operations as well as process improvements projects delivery.
​Ensure Process SLA and Business KPIs delivery.
​Accountable for a robust and fully functioning governance model.
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Key Accountabilities:
The Customer Experience Performance Delivery Manager will be the UniOps focal point for ensuring that Customer Ops process are run effectively and efficiently across the entirety of the end to end activity base (Plan, Execute, Deliver, Collect and Support) .
As markets onboard on the Runway journey and subsequently "go-live", this role becomes the focal point of Customer Ops operation as the connect between L1, L2, L3 & Control organisation. This includes:
Drive value and unlock growth at scale through OPERATIONAL EXCELLENCE
Lead the set-up and day-to-day operations of the outsourced elements of E2E Customer Operations in partnership with UL L1 & 3rd party partner L2.
Ensure continuous co-ordination between L1 (UL) & L2 (vendor) for all operations. Help resolve any escalations/ communication-gap through process interventions.
Drive KPIs and SLA measures aligned during iOps project and evaluate for any additions/ changes with changing business requirements
Drive Customer Ops operations to ensure processes are aligned to Unilever ways of working and that C-Ops and MCO KPIs (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.
Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the MCO and 3P.
Hold L1 & Vendor L2 accountable for their respective responsibilities as per the process design
Drive risk management of new processes being outsourced, put in place mitigation plans and requisite controls.
Develop robust and effective BCP.
Transform customer and user experience through technology and partnership
Closely work with L3 org to ensure process designs are in sync with market requirements and global designs.
Drive Continuous Improvement and break-through changes in operations along with L3 and Continuous Delivery & Analytics teams.
Drive adoption and maximum usage of technology in operations, working closely with L1, L2, L3 to unlock potential of technology
Work closely with the Analytics team to get visibility of performance to drive insights into action
Drive benchmarking and cross-pollination of across markets in the hub and vs other hubs.
Represent Market requirements in L3 process design, provide feedback on designed processes.
Ensure alignment and implementation of global process designs with L1 & L2 (vendor).
Act as Pillar Lead for One or more Customer-Ops process pillars (Plan, Execute, Deliver & Collect).
Build a flourishing local & global community that delivers and haves fun
Drive a thriving and interconnected culture in the SEAA PDN team
Lead one of the Future Fit Team pillars for SEAA
Lead some and actively participate in the global communities to create a globally connected Performance Delivery Network
As a member of Customer Ops Transition and Operations, you will play a key role within the iOps organisation to execute business processes on ground as well as connect with the Design Authority (Process, Technology and Organisation) for process designs.
Finally, and critically, as a lynchpin in the iOps model you will be accountable for operating, developing and sustaining a high performing team to deliver with you across the key accountabilities, who must establish a deep understanding of the iOps model and bring it to life expertly through a high level of business intimacy with the markets/areas that they support.
Experience and Qualifications Required:
Must Have:
Business acumen and customer centric mindset
Proven business delivery and team leadership
Demonstrated cross-functional, cross-teams co-ordination capabilities
E2E function agnostic integrator (non-silo mentality)
Proven service delivery capabilities through service vendors
Proven pillar lead capabilities (for chosen pillar - Plan, Execute, Deliver, Collect)
Demonstrated Agile mindset and capabilities
Strong communications skills
Holding people accountable (peers, leaders and external stakeholders) and strong personal accountability for delivery
Team leadership experience
Desirable:
Successful history of Business Partnering within or to a Country/Function.
Operational experience in one or more process areas
Demonstrable capabilities in creating and managing strong senior relationships, including excellent presentation, influencing and communication skills
Complex project management experience
Strong English language skills written and spoken
Key interfaces:
The role will interface with the following key stakeholders amongst other:
PMU and Country Customer Ops (iOPS) Leadership
Central Customer Ops/UniOps Leadership
Our 3rd Party Partners Operational and Executive leadership
Business operating teams L1 & L2 (vendor)
Local and Global Performance Delivery Team
L3 teams
Procurement, HR and Finance Business partners (as applicable)
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their 'Whole Self' to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Unilever

Taguig City, Metro Manila
Permanent
Full-time