Objective:
Acts as the strategic interface between digital, process team and end-users to ensure operational excellence and performance by monitoring user efficiency, animating best practices, and driving process & tool continuous improvement.
Acts as the strategic interface between digital, process team, and end-users to ensure operational excellence and performance through monitoring user efficiency, animating best practices, and driving continuous improvement in processes and tools.
1st Responsibility: Ensure the right gestures of our users on a daily basis
- Communicate effectively with users: Disseminate Newsletters, priorities, alerts, memo sheets, and tool unavailability notifications (collaborating with digital teams for technical comms and Skills and BPO).
- Create, share, and improve best practices: Develop business cases and standard operating procedures to share knowledge.
- From business cases develop and share standard operating procedures
- Monitor user gestures: proactively track usage patterns and launch action plans if deviations are detected.
- Animate best practice workshops via the network of skills owners and referents.
- Define, conduct, and debrief diagnoses on user gestures upon request or following an alert from digital or BPO
2nd Responsibility: Coordinate Process Improvements (Accompany Digital Teams)
- Provide standard responses, communication templates (tickets, bugs, tool outages), and guidance to technical support teams to ensure user queries are handled consistently.
- Guarantee that IT monitoring tools effectively alert on functional impacts, not just technical ones.
- Analyze Ticket Activity (Training & Process): I analyze the global ticket trends to identify gaps and collaborate with right stakeholders (Skills owner, BPO, PM etc) to provide corrective action (FAQ, Tips, Memo files) to reduce recurrent training issues. I am accountable of the global action plan follow up.
- Based on satisfaction surveys and user feedback (CLUB U), prioritize and propose actions to stabilize solutions, sensitizing technical teams on business impacts.
3rd Responsibility: Participate in the deployment of new solutions
- Review new solutions during the design phase to identify potential functional impacts (direct and cross-functional) along with my BPO
- Formulate functional GO/NO GO Criteria: Define functional criteria for launch validation to ensure reliable SUPPORT after GO LIVE
- Ensure users needed Write Process Documentation: Create memos, files, and tips during product development to prepare for launch.
- Act as the voice of the user to project teams after the deployment and stabilization phases
- (Optional) Participate in deployment training to master new processes and support them effectively.
4th Responsibility: Performance Monitoring & Efficiency
- Create, monitor, and animate indicators and dashboards relevant to user efficiency and supply processes to ensure seamless operations
- Collaborate with business stakeholders to analyze data, identify process inefficiencies or performance gaps, and propose concrete improvements.
Skills:
- SAP F&R, SAP AFO - knowledge and practical usage of tools
- At least 6+ year experience in Supply Chain - Distribution area
- Functional Management
- Change Management
- Continuous Improvement
- Digital product management
- Adaptability
- Collaboration & Cooperation
- Listening & Questioning
- Organization
- Problem-solving
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