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General Electric Program and Process Leader in Moscow, Russia

Job Description Summary

Program and Process Leader identifies and drives initiatives to lean out service delivery processes and improve the effectiveness of Service Delivery performance including Field Service Engineers actions and interfaces with other functions to provide effective coordination of metrics, dashboards, functional processes, and cross-functional initiative coordination. Represents a one point of contact to share all service performance KPIs including logistic cycle time in Russia and CIS.

Job Description

Essential Responsibilities:

  • Periodic metrics monitoring and cascading to FSE, PSL, ASM, DOS so they could evaluate performance on their related LCT and modality

  • Continuous work with various HQ Teams to simplify data we receive and minimize local editing efforts for data encryption

  • Work with Service delivery leaders to facilitate operational metrics: FMI, PMs, LOJ, GIB, Avaya, Traceability; follow-up with team members on any delinquencies

  • Identify service delivery and field service process improvements as a result of continuous metrics monitoring and operational processes leadership

  • Provide actionable feedback on performance of team members, both to the individual, as well as to Service Delivery Leaders, DOS, ASM, PSL

  • Develop calculation approach and distribute missing metrics for CIS Countries direct and indirect and for LCS modality

  • Be aware and have on hand all logistic metrics, cycle time import/export and domestic, WH level, FE inventory etc

Regional and HQ escalation process improvement and simplification

  • Speed up cycle time for customer escalations, hot issue is on local escalation board within 3 days maximum, 5 days maximum for HQ escalation

  • Promote customer escalations (CSOs) at customer sites and utilize the escalation process to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving

  • Together with SDM drive potential simplification in escalation process CSO, GDDI, escalations to L&A…etc

  • Add non-service channel parts issues to standard escalation processes

Central programs and processes initiatives

  • NPS improvement continuous plan through various initiatives

  • Be aware and voice critical needs in all service programs current and new to be deployed, like SVC Max, ASAP etc.

  • Together with SDM drive internal operating mechanism on customer escalations and process gaps/improvements

  • Presentation of Service performance metrics and process for local and HQ teams

  • Partner with service delivery leaders and service delivery specialists and coach them to effectively analyze and give insights on FE utilization reports

  • Drive potential productivity initiatives through service delivery actions

Minimum Requirements:

  • Bachelor/ master/ specialist degree

  • Work experience 6+ years

  • Upper-Intermediate level of English

  • Computer skills to include Word and Excel

  • Project management skills

  • Effective communication skills

  • Strong interpersonal skills

  • Analytical skills

  • Ability to multi-task work

  • Stress tolerance

  • Leadership skills

  • Coaching skills

  • Good team player

  • Knowledge of processes and operational rules

  • Knowledge of various process improvement/process change implementation methodologies (Lean, Agile etc)

Additional Information

Relocation Assistance Provided: No