At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
DUTIES AND RESPONSIBILITIES:
Lead Customer Recovery Initiatives:
Develop and implement strategies to recover at-risk non-Tier 1 customers, focusing on re-contracting delays, long-outstanding issues, and recurring escalations.
Issue Resolution:
Oversee the resolution of pain points for strategic and aggrieved accounts, ensuring timely escalation and removal of blockers to close issues efficiently.
Stakeholder Collaboration:
Work closely with sales, customer service, and other internal teams to identify customer concerns and ensure they are addressed through innovative solutions.
Process Improvement:
Design and drive process improvements, including automation initiatives, to enhance efficiency, accuracy, and overall customer satisfaction.
Data Analysis & Insights:
Analyze customer feedback, account performance data, and escalations to provide actionable insights for service improvement and customer retention strategies.
KPI & SLA Management:
Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) related to customer recovery. Collaborate with episode owners across B2B departments to identify areas for improvement.
Customer Advocacy:
Serve as a champion for customer needs within the organization, ensuring the voice of the customer is reflected in decision-making processes and long-term strategic plans.
Team Leadership & Development:
Manage and mentor a team of customer recovery specialists, providing guidance, coaching, and career development opportunities.
REQUIREMENTS:
7–10 years of experience in governance, business planning, risk management, and audit, preferably within the telecom or IT sectors.
Proven expertise in service performance management, including metrics tracking, performance reporting, and managing dashboard tools.
Advanced knowledge of industry standards and process frameworks such as ITIL, CMMI, or similar is preferred.
Demonstrated ability to identify and capitalize on opportunities, proactively assess risks and issues, evaluate their implications, develop strategic recommendations, and make sound, data-driven decisions that drive impactful business outcomes.
Bachelor's degree in Business Administration, Engineering Management, Accounting, or a related field. PMP or Six Sigma certification is highly desirable.
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.