Who are we and what we stand for?

Schneider’s purpose is to create Impact by empowering all to make the most of our energy and resources, bridging progress and sustainability for all. At Schneider, we call this Life Is On.

Our mission is to be the trusted partner in Sustainability and Efficiency.

Scope & Environment

Reporting to the VP, CSQ – End to End Customer Process Management, this position will lead the End to End Customer Process Management function for MEA, work with MEA CS&Q team to define CSQ strategy and meet the unique customers and business needs of Secure Power MEA and assist the business with positive changes required to drive growth/profitability.

Role also entails working with Country CSQ team in MEA to drive value-added changes in the organization/locally while delivering the wider Secure Power CSQ strategy. This involves ensuring the experience, satisfaction and loyalty of customers doing business with Secure Power in China, from the time of enquiries and prescription activities to the lifecycle support after the products, equipment or services have been delivered.

Mission

The coverage of this role will also include the Business Process Excellence for Secure Power. To develop and execute Business Process Excellence strategy for Secure Power, aimed at improving processes that will ultimately improve customer experience, operation efficient and make us as a company that's Easy to do Business with by interacting and improving every function within MEA Zone. An important focus of the role entails guiding the Secure Power leadership team in meeting regional operational KPIs, through managing and exceeding customer’s expectations with continuous improvement processes and projects.

This position partners with the following key internal parties\:

·  Vice President of MEA

·  Local Business Vice Presidents in MEA

·  Regional LOB Managers

·  Finance Managers

·  IT Division Legal Counsel

·  MEA Country CSQ across all Schneider entities

·  Regional & Country GSC teams for Supply Chain

·  Regional Sales & Operational teams (Sales, Services & Order Management)

·  Learning and Development Solutions Team

·  HR Services teams

This position works with the following key external parties\:

·  Customers

·  Partners

Your Role – Magic happens when you bring great people together

1.  Customer Satisfaction

·  Ensure that issues affecting customers satisfaction and loyalty are well reported, and are focused upon by MEA management and employees, LOBs and Supply Chain.

·  Work with Country CS&Q team to manage the permanent improvement cycles through Monthly Performance Reviews (MPR) and organize communication to all levels to ensure a awareness of goals and issues impacting customers' experience.

·  Work with Country CS&Q team in cross-functional improvement actions to enhance quality, customer satisfaction and loyalty. Deploy and support in global actions launched to satisfy customers.

·  Regularly interface with large customers to ensure that their requirements and expectations are regularly met through robust process design and flawless business execution. 

·  Perform root cause, trend/performance, and data analyses related to Non-Quality Cost

·  Work/collaborate with different business units addressing issues related to warranty cost governance.

·  Facilitate cadence calls to discuss and address quality and non-quality issues within the region.

·  Prepare and deliver monthly presentations to internal stakeholders and executive leadership team for warranty cost reduction, green product utilization, and swap center deployment

2.  Business Process Excellence Strategy

·  Develop and deploy long-term and short-term plan for Process Excellence to improve process capability within Global Sales Clusters

·  Lead the identification and introduction of the tools, methodologies & market best practices to drive continuous improvement and deliver business results

·  Provide training and consultation to the stakeholders on an on-going basis on the tools and methodologies introduced

·  Provide guidance, training, coaching and advises on process improvement strategies and methodologies

·  Promote innovative thinking and continuous mindset throughout Global Sales Clusters

3.  Continuous Improvement & Quality Crisis Management

·  Lead large, complex cross-sub-region and cross-functional projects across Global Sales Clusters that drive measurable/quantifiable improvements in operational KPI’s

·  Partner with functional leaders, country leaders and management staff to assess current processes and identify process improvement opportunities. Manage a robust review process for selecting, scoping and prioritizing Process Excellences initiatives with the function/country

·  Lead regional quality investigations with virtual team using 8D methodology for Quality catastrophe which is critical to the organization.

·  Perform data gathering, consultations, root cause analysis for project validation and implementation

·  Conduct process mapping and utilize different process improvement models

·  Monitor and track project deployment initiatives

·  Develop process improvement procedures, monitoring and reporting on process performance and adoption across the organization

·  Automate reports and create dashboards for process improvement and operations

·  Publish Global E2E Process Management Newsletter quarterly

4.  Regional Operational KPIs

·  Ensure Regional Operational KPIs & targets are met to the hightest performance level.

·  Challenge status quo to achieve optimium results.

5.  Change Management

·  Provide expertise, advice, support, and leadership to assist the implementation of an organization wide quality and risk management framework which ensures that the organization continuously improves its performance

6.  Policy and Procedure

·  Oversee improvements to Quality and Operational policy/procedures as required