Japan Tobacco is searching for a Factory Business Support Manager.
Responsibilities include:
Lead definition of “one-window” 2nd level business support model for Global Supply Chain Compliance (mainly Track & Trace) processes covering markets, factories and global functions (model development, ARCI matrix development & alignment, incidents management approach, knowledge management approach, support sizing requirements, new entities on-boarding process).
Implement and manage of external business support team (“one-window” 2nd level business support team) working closely with IT organization and other Global Supply Chain Compliance projects pillars to ensure seamless and efficient support provided.
Implement clear customer support processes to enhance customer satisfaction.
Develop and implement support model monitoring process and prepare regular reporting to key stakeholders.
Continuously review the current support model, proactively initiate, and participate in an improvement programs coordinating mainly with IT function (as well as other JTI functions) and external supplier (where applicable).
Proactively perform Global Supply Chain Compliance processes monitoring (mainly Track & Trace), data quality monitoring in production and distribution systems. Initiate of corrective actions with respective customers and escalate to management (when applicable).
Manage External support team (maintain “healthy” team environment with open and constructive dialogue). Manage and control support budget.
Requirements:
University Degree.
Fluent English (oral and written).
Minimum 3 years work of managerial experience in FMCG company in customer service or support organization management (processes support is preferable).
Practical experience and knowledge of building support teams for business processes.
Excellent communication and people management skills.
Capability to accept and utilize constructive feedback (criticism) from the customers.
Process or Project management experience.
Knowledge of tracking & tracing processes would be a plus.
