Supporting with the organization of team events, leadershipoffsites, global townhall meetingsCollecting and tracking information related to opportunities toexpand existing teams by increasing number of FTEsOrganizing leadership team meetings and ad-hoc meetings,documenting action-based minutes and ensuring identifiedinitiatives/actions are accurately assigned to owners andcompleted within agreed time frameActing as admin for Sharepoint repository and intranet team siteand blogCreating/updating promotional presentations/servicecatalog/service offering to be used in pitches/RfPsCreating, designing and sending out quarterly global newsletterSupporting with any other relevant team comms (other newsletters, LinkedIn posts, intranet blog posts, etc.)

Defining and optimizing onboarding and offboarding processes(including creating/updating onboarding packs and comms fornew starters, organizing and delivering induction trainings,acting as SPOC for new starters for all programme delivery/adminqueries) Tracking resource allocation across multipleprojects/programmesCreating/updating PM specific work instructions, guidancedocuments, training materialsDelivering training to project and programme managers onprogramme management guidance, processes, project documentstorage, etc.Delivering training to project and programme managers on howto use project management tool to ensure consistent, relevant updates are recorded and status, key milestones and tracked RAIDitems are up to date at all times, making project management toolthe one source of truthSetting up new projects and programmes (Waterfall/deliveries), adding key project milestones and RAID items in linewith project plans and updating project entries throughoutlifecycleMeasuring compliance to company's project managementstandards (quality of updates from PMs, frequency of updates,out of date milestones and RAID items, go-liveachievements,etc.) and providing weekly, monthly and ad-hocreports and packs to leadership teamWorking with Commercial counterparts to ensure contracts are reviewed, approved and signed within agreedtimelinesEnsuring all projects complete requirements gathering phase andobtain sign-off from relevant stakeholders (as defined byApprovals Matrix) for project plan/project initiation documentand Requirements Traceability Matrix before progressing to nextstageCollecting Lessons Learnt in a standardized manner when a project enters its closure stageUpdating/acting as admin for programme managementSharepoint repository (documents,pages, sites, groups)Training and mentoring new PMO team membersActing as deputy for PMO manager and point of escalation in PMO manager's absence

Analyzing all feedback received via the customer satisfaction survey and working closely with all service tower providers to ensure CSAT KPIs are met, by continuously improving the quality of services delivered by all resolver groups.Working closely with other Service Integration process owners, such as: CSI manager, to document and see improvement opportunities derived from CSAT feedback to completion; Skills manager, to accurately and promptly identify the need for retraining/updating training materials (as well as creating/updating training materials relevant for the CSAT process), ensuring all resources are equipped to deliver customer excellence; Supplier Managers, in putting together service improvement plans using the SMART approach, where service tower providers fail to meet CSAT KPIs; Service Level manager, supplying weekly and monthly reports that showcase each STP's performance CSAT-wise;Working closely with the Quality Management team, to ensure high level escalations are dealt with efficiently and all STPs offer the necessary support for resolving escalated cases that might otherwise generate low CSAT scores.Working closely with the client's Business Service Owners and Technical Service Owners to identify business areas likely to generate low CSAT scores and understand their business needs, helping prioritize business critical cases

Evaluating 1st line agents' performance based on key performance indicators agreed with the customer; providing monthly feedback to teams involved in incident handling: 1st Line, 2nd Line, on-shore and off-shore teams ensuring customer satisfaction score reports are kept up to date and providing weekly and monthly satisfaction reports to the client, as well as monthly reports reflecting the satisfaction ratings for all service tower providers; organizing both ad-hoc and monthly face to face meetings with agents, to ensure feedback is passed to them, as well as identifying improvement areas. Dealing with high level escalations and complaints received from customers, including documenting them, coordinating calls with all technical teams involved and ensuring all customers are kept informed with the progress of the investigations; demonstrating excellent time management skills to identify and solve pressing matters. Making sure all On-desk urgent matters are proactively escalated, closely working with Incident Management, to ensure all issues having a great impact on end-users are handled urgently.Working with Problem Management to make sure recurring issues are flagged to higher management and dealt with.Making sure all work instructions concerning the Quality Management department are kept up to date.

Delivering both customer care and client specific training to new resources; ensuring new resources have the ability to work with the tools at their disposal, including applying for new resources' various accounts creation; shadowing new resources and ensuring they are ready to handle incidents, as reported by customers. Working closely with the Quality Management team to ensure the services provided by new joiners are and can meet those of more experienced agents, including complying to First time fix and Customer Satisfaction standards; taking part in face to face meetings aimed at identifying improvement points for new joiners; delivering both planned and ad-hoc re-training sessions, as agreed with Team manager and Operations Manager, once the need was identified; offering back-up support for the Knowledge Manager

Logging faults and requests reported via email, phone and web chat; offering 1st level of support to UK based customers; triaging tickets to determine the correct support group to take ownership of IT issues exceeding 1st Line expertise; proving excellent customer care skills required in order to deliver high standard services