head of asia customer support OperationsRELX

The Head of Asia Customer Support Operations directs and develops Customer Support (CS) activities and programs in support of Asia territories. This position will provide leadership and direction to drive a consistent and outstanding customer support experience. The position will work with the Global Customer Success (GCS) leader to define, measure, and drive a world-class LNLP customer experience across our suite of products and platforms. This role will:
Be responsible for leading Customer Support teams across Asia that support and respond to customer inquiries, providing an optimal customer experience that promotes retention and loyalty. Will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Manage escalations that come from business unit MDs and SMEs
Work with Global leader to drive digital transformation efforts across the Asia organization, such as chatbots, AI, Contact Center technology in an agile fashion to implement rapid change and improvements
Support efforts to globally harmonize customer support processes, tools and systems (Nice InContact, CSCM, OKA, etc.) to more efficiently deliver an effortless customer experience
Assist in identifying opportunities and initiatives that will drive sales and improve the customer support experience
ACCOUNTABILITIES:
Work with the GCS leader to set the vision and objectives to deliver an optimal customer experience in the most cost-efficient manner aligned to Asia Business Unit priorities and agreed-to service levels
Build relationships and drive collaboration across the matrix (sales, marketing, commercial & content teams, finance, strategy) to enhance ability to develop and implement plans that will provide incremental value to the business
Structure, lead and develop (talent management) Asia staff ensuring organizational effectiveness within the group is maximized and appropriately aligned with strategic objectives
Develop and implement plans and programs to achieve Asia objectives, including workflow and process improvements
Establish proactive customer listening mechanisms and feedback loops that deliver the voice of the customer back into the organization to drive strategic improvements to our roadmap, marketing strategies, sales strategies, and training programs
Develop strategy and business processes for handling new products and services to ensure new or integrated programs are in alignment with overall customer care strategy
Collaborate with Global CS counterparts on long and short-term direction and priorities to ensure consistency in customer metrics and support experience
Work collaboratively with REPH to ensure quality, drive operational efficiencies, and customer-driven innovation
Introduce and implement automation and innovations such as social support, chatbots, RPA, AI and advanced contact center technologies
Ensure SLAs are met and exceeded. Monitor and drive improvements to Asia KPIs, including but not limited to: customer satisfaction, customer effort, first contact resolution, transactional NPS, quality
Provides customer input to all areas of the business by proactively assessing customer satisfaction needs and requirements and providing data to business teams
Champion CS participation in providing strategic customer feedback and ongoing requirements to IT, sales, marketing segments, product development, and project teams, to build and contract product support into product plans, for the successful support of LexisNexis products and subsidiaries
Responsible for the successful promotion of the GCS mission throughout the LN organization
Proactively lead the evolution and enhancement of all aspects related to the improvement of NPS and better Customer Experience
Responsible for the Asia CS Budget, including outsourcing and offshoring spend. Actively seeks to optimize the department spend against quality, service and experience metrics
QUALIFICATIONS:
Bachelor's degree in Business; MBA preferred or equivalent combination of training and experience
Minimum of 7+ years of experience in a customer support environment with operations and staff management experience
Ability to work independently and to execute upon initiatives
Excellent communication skills, both written and verbal
Change management: evidence of ability to identify and drive change across an organization working in an agile environment
Strong executive presence with the ability to deliver compelling messaging to influence business decisions
Ability to effectively establish and maintain professional relationships with Asia customers and employees
Excellent planning, organizing, scheduling and budgeting skills to develop and implement a strategic plan to meet the business needs of the corporation as well as support daily operational requirements
Proven leadership experience, ability to motivate and lead a team
Thorough understanding of LN products
Excellent people management and talent development skills
Project management experience
Strategic thinking and implementation skills
Strong interpersonal, collaboration, leadership and organizational development skills
Advanced problem solving/business and decision-making skills
Periodic global travel will be required
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or .
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RELX Group

Iloilo City, Iloilo
Permanent
Full-time