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AVP, Strategy & Business Management - Customer Solutions
Ref No.: 17-00136
Location: New York, New York
Position Type:Direct Placement
AVP, Strategy & Business Management – Customer Solutions
NYC (200 Park) or Bridgewater, NJ

Must: 10+ years of experience out of a Big Four management consulting firm (Not McKinsey).  Strong quantitative and critical thinking skills in Customer Solutions (Contact Centers)
Key Responsibilities:
  • Define and continuously refresh CSC (Customer Solutions Center) Service strategy, leveraging external trends
  • Define and implement CSC Service's strategic business efforts and transformation to develop and execute well-informed strategic plans
  • Drive business process and technology requirements to effectively execute on strategies including providing comprehensive business, operational, and project support
  • Lead change management efforts for CSC Service
  • Define business case for all CSC service initiatives in order to improve service delivery and successful progress against those plans including a solid change management process and adoption rate
  • Responsible for managing the service budget process and expense functions, including forecasting and vendor invoicing
  • Support CSC service through implementation of practices which result in the organization consistently meeting and/or exceeding its customer and performance metrics
  • Responsible for service communications and oversee employee engagement activities across all locations
  • Responsible for successful resolution of customer complaints through the Customer Advocacy Team
  • Collaborate with partners across departments and the Enterprise to meet and exceed all objectives
Essential Business Experience and Technical Skills:
  • 10+ years of experience out of a Big Four management consulting firm.  Strong quantitative and critical thinking skills
  • Bachelor's degree in Business Administration or equivalent; MBA or other advanced degree preferred
  • Ability to understand organization's competitive landscape and constantly keeps abreast of industry trends
  • Strong working knowledge of the call center industry
  • Expert process management skills
  • Well established project management skills, e.g., manage multiple projects and deadlines
  • Proven track record of building collaborative partnerships and alliances at all levels while holding people accountable
  • Foundational knowledge of staffing and forecasting requirements
  • Excellent communication and interpersonal skills
  • Strong financial acumen
  • Strong coaching and team building skills
  • Proven ability to positively influence others
  • Demonstrated ability to develop and successfully execute programs to motivate staff
  • Ability to influence and communicate the organizations direction and ensure results are achieved
  • Strong organizational skills with ability to prioritize and meet deadlines
  • Self-motivated, flexible, visionary