Customer Support CEMA Delivery - Cost Lead
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Business Environment Description:
CS EMEA organization is managing Support for Consumer & Commercial products (except GSB products) all over EMEA countries. Support is operated through a network of subcontracted support & services delivery suppliers, as well as thousands of channel partners. CEMA delivery is responsible for the E2E Country Delivery Performance which includes: call support, physical unit repair (onsite/offsite), accessory replacement, E2E supply chain management including spares/network and after sales extended services or customized deals together with the E2E customer experience throughout the process.
Objectives of the organization are to provide best Support Experience at the right Cost. Within the organization, we aim at constantly renewing our Support & Services offers and improve our cost structure.
Job Scope / Main tasks & responsibilities:
Manage & lead PPS CS CEMA Variable Cost Analysis, Control and Forecast for Channel and Direct deliveries (consumer and commercial).
Analyze and track opportunities for Value Capture & operation cost process improvement, driven by country support teams and/or Indirect/Direct program teams
Represent the CEMA Delivery team during the monthly Flash finance reviews as well the yearly budget exercise.
CEMA delivery cost & Business analysis lead.
Operation point of contact for liaison w/CS Finance and with Country Support Manager.
Lead the Flash, Budget & FLC processes across CEMA geography.
Value capture lead (drive Value capture analysis and tracking, report progress).
Ensure interventions' volume accuracy, tracking and forecasting for finance control. Cost per event analysis and accruals projections.
Subject matter expert for interventions' volume and finance process & tools (Safari, purchase orders and interventions' volume understanding).
Align and leverage from other Cost leads in PPS CS.
Degree in Engineering, Economics or Business Management. Complimentary Master Degrees to complement would be a plus.
Previous experience in Support Delivery organizations is valued.
Proven track record in Service Business Management.
Knowledge and Skills Required:
Influencing leadership, independent judgment and high accountability.
Strong analytical skills. Ability to focus on details while maintaining clarity on priorities.
Excellent Excel skills.
Excellent English language skills required.
Proven ability to build business message and present at executive level.
Demonstrated skills in planning and financial analysis
Medium level of planning, project management and change management skills.
Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus
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