Regional Program Manager - EMEA COEs

The Center of Excellences (COEs) are the heart of our network, they were designed to provide support via multiple channels such as email, phone, live chat and social media in order to ensure seamless experience before, during and after the ride/meal delivery. Their role is also to further improve product and operations especially in the domain of support:

• Launching support for new products
• Improving existing support processes
• Developing innovative support techniques
• Providing business insights based on support interactions

What You’ll Do

Identify, scope and execute initiatives that improve our Centers of Excellence capacity, efficiency and/or excellence for our support operations in EMEA. This will be articulated around the following pillars:

• Center of Excellence vision
• Center of Excellence vision & culture, articulated and shared with the team
• Defined and communicates goals and strategy that will allow to achieve the vision

Footprint:

• Better structure the way COEs work with regional teams and Strategy & Planning to prepare for footprint decision-making
• Better coordinate lines of business (LOB) transfers between COEs

Recruiting:

• Optimise recruiting processes resources spread between COEs

Workforce Management

• Deploy Workforce Management tool in a standardised way
• Work Closely with WFM team to standardise Workforce Management policies and procedures in our COEs

HR / Communication:

• Design and implement a EMEA COE communication plans for project in scope
• Facilitate the implementation of the career progression plans and performance scheme
• Create career path for specialists and senior roles
• Organisation: ensure that COE orgs are efficient and meeting local business requirement

Performance management:

• Defining a way to track productive hours/shrinkage/attrition, to better follow/compare performance
• Develop a common framework to track financials and Travel & Expense spend. This would encourage costs benchmark between COEs in order to better control budgets
• Ensure more consistency in the KPI targets per Line Of Business (LOB) across COEs
• Develop consistent tools/approach for support consultants and specialists, performance reporting and management

Operations management/continuous improvement:

• Define standardized approach for Job Descriptions across COE, to clarify Roles & Responsibilities (R&R)
• Implement visual management best practices to gain efficiency
• Set up and animate a network of continuous improvement Point Of Contact (POC) through the COEs

Quality:

• Complete implementation of quality reviews with quality managers and reviewers
• Define and implement the Roles & Responsibilities (R&R) of the quality team
• Deploy a systematic customer satisfaction analysis with action plan based on findings

Learning and development:

• Help the Learning & Development (L&D) team build L&D programs capturing both operational needs and support consultants personal development, by better coordinating COE asks, pushing for alignment, and sharing local L&D initiatives

Facilities:

• Coordinate with facilities team, preventing conflicting priorities
• Make recommendations and decisions based on the data as well as consultation with management and SMEs
• Develop and execute multi-track plans with many dependencies quickly and with flawless accuracy; this will be a mix of managing others and having more on-the-ground approach.
• Build scalable, agile processes for our growing COE ne