Senior Manager of MBG CEC mgmt.

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Description and Requirements

Summary

The senior manager will take the lead of MBG CEC transformation under Customer Engagement Center of International service support organization. He /She is responsible for the MBG CEC Quality, Affordability, and Innovative nature of Lenovo’s CEC Support experience.

Drive MBG CEC Center of Excellence

• Share and Improve MBG Wty Operational data, logic, and analytics, etc. to enable ISS CEC Ops to build global CEC operations across BGs and Warranty/Premier Support
• Improve the values of WFM and productivity Mgmt best practices to operational end users
• Standardize MBG CEC BPO/HRO Vendor Management with Global Ops & service procurement and GEO CEC team
• MBG CEC location strategy implementation
• Cooperate with ISS CEC CEO functional leaders to implement ISS CEC strategies in MBG CEC

Enhance efficiency Across IDG CEC Operations

• Strong financial management of the MBG CEC Budget:
• Deliver at or below Aspirational budget based off MBG sales target. Contribute to the MBG CEC ASP goal of CPMM
• Contribute to delivering efficiencies within IDG BPO operations; focus on NA Commercial and Premium and Europe Premium.
• Continue to promote and increase participation of the invoice validation process.

Improve CEC operational cost performance.

NMBC CPMM keep flat although Wty MM dropped significantly, support Premier support CPMM 5% reduction.

• Continue to drive agent assistant contact rate reduction.
• Reduce unnecessary fix cost of CEC.
• Ops model, Partner mgmt. model optimization
• Agent efficiency improvement
• Billing Validation alignment with WW Ops and Geo CEC
• MBG CEC Platform Enhancement and Transformation Preparation

Reduce Agent Assisted Contacts

• Improve online content & solutions to prevent the need for consumers to engage with agents:
• Become more proactive in delivering online solutions.
• Identify poor content in Moli to increase resolution rate.
• Improve Realtime reporting for new emerging topics.
• Create BMS to support objective. -Working with Geos established a cadence and enhanced reporting to identify opportunities to reduce the agent assisted contact rate and to achieve ASP Targets for Agent Contact Rate.