Posted: 9/12/2013
Position Code: S901
Position Code: S901
Service Delivery, Online and Digital Service Channels
Mission:
The Executive for all Online and Digital service channels is responsible for the strategic planning and execution of the firm’s Online and Digital Services. The executive over this service channel will create and deliver services of web-based support, chat, click to chat, click to call, mobile platform services, such as text, SMS or virtual service which may be provided by avatar or animated electron service agents. Primary responsibilities include meeting client contractual terms, delivering revenue and profitability performance according to the firm’s operating plan for Global Online and Digital Services programs while retaining an engaged and productive work force and advancing the integration of digital on line solutions.
Requirements:
Requirements of the role also include the ability to position the firm on the leading edge relative to all Online and Digital Service Channels, enabling and assisting the Business Development efforts through solution architecture and value propositioning as it relates to these new service platforms; ensuring global standards are designed and practiced consistently around the globe. The platform and service channel will be recognized as world class for delivering on internal shareholder requirements (efficiency, productivity, utilization, occupancy) while exceeding client requirements such as; Customer Satisfaction, Resolution, Avoidance and end user engagement, including NPS.