Functional Responsibilities:
?Accountability for SLAs delivery, innovation and continuous improvement of the General Sales Support service bundle with a view to driving greater operating effectiveness, efficiency and control for China Foods
?Lead stakeholder engagement to ensure service delivery meets business expectations and remains relevant to the business’ strategic imperatives
?First level of escalation for issues and dispute resolution for Customer Management delivery stream
?Drive team delivery of critical general sales support activities, including (but not limited to) customer masterdata management, KPI/compliance tracking, POSM and other ad hoc Sales admin requests
?Oversee effective management of Customer Contracts, including proactive reminders for renewals (where applicable)
?Prepare weekly reporting and analysis of team performance and SLA compliance. Share results and commentary with Sales Tower Leader and key stakeholders. Initiate corrective actions (where applicable)
?Participate in regular operational review calls with Business Partners and Business Leaders
?Implement continuous improvement initiatives to maximize process efficiency, effectiveness and quality of output
People Responsibilities:
?Lead the General Sales Support team, driving engagement and operational excellence through training and R&R
?Coach and support direct reports in speed of execution and quality of service delivery, ensuring achievement of agreed SLAs
?Discuss staff performance with management and make recommendations for staff development and succession planning
?Manage General Sales Support team’s scope, workload and performance
?Develop strong working relationships with China Sales Leaders to grow the GBS partnership and enhance ways of working
?Participate in regular operational review calls with Business Partners and Business Leaders
