CX Business Support Manager

About the Role:

We are in the look for a business support manager to join the CX team and work across the workgroups to steer initiatives, create synergy, streamline business workflows, ramp up efficiency, and get things done. The Business Support Manager plays a critical role in enabling the smooth operation of business functions by overseeing business support, resource planning, process improvement, and day-to-day coordination across departments. This role ensures that teams are well-supported, compliant, and equipped to deliver excellent internal and external service outcomes.

Strategic & Operational Leadership

• Think analytically & strategically, seize new opportunities for better performance.
• Ensure alignment and synergy between the different workgroups to contribute to larger department-wide goals.
• Lead and manage the business support, oversee day-to-day support functions to ensure the business runs efficiently.
• Monitor service-level agreements (SLAs) and performance against department KPI's and create optimal cadence to internally monitor and review performance with leadership.
• Get stuff done, move actions, understating the status, updates, and drive things from being stagnating.
• Constantly course correct, streamline actions towards the ultimate goal.
• Manage internal office systems, supplies, facilities, and vendor relationships.

Project & Stakeholder Support

• Provide support for strategic initiatives, internal projects, and executive reporting.
• Participate with implementing customer experience initiatives, programs, and ensure successful cross-functional deliveries.
• Coordinate logistics and documentation for internal events, governance meetings, and audits.
• Liaise with department heads to understand and fulfill operational support needs.
• Lead or support CX-related projects, including process improvements, tech rollouts, and change initiatives.
• Coordinate with cross-functional teams to ensure successful delivery.
• Involve in the different projects with various teams, support those projects to be effective and meet its goals.
• Track and manage project milestones & risks.
• Execute on task-driven and project-based operational work.

Process Improvement & Efficiency & Optimization

• Dive deep into process, review and align with other workstreams for more efficiency.
• Analyze current workflows and identify opportunities for process improvement.
• Implement new procedures and tools to enhance productivity & efficiency.
• Support change management initiatives across the business.
• Design and improve customer support processes to enhance experience and efficiency.

Compliance & Quality:

• Ensure CX activities meet regulatory and internal compliance standards.
• Support quality assurance and audit processes.
• Investigating potential issues throughout the end-to-end cycle, and share opportunities for improvement.
• Run internal auditing, measure adherence to the SOP and bring recommendations for improvement.
• Responsible of the sign off for updated departmental processes, rollout, release notes and documentation of the developed workflow.
• Detect and mitigate risks, and provide path to escalation.
• Develop playbooks & SOPs to support scalable operations.

Financial & Resource Management

• Monitor and control department budgets, expenditure, procurement processes, and invoice tracking.
• Identify opportunities for operational improvements that will improve on those metrics.
• Ensure efficient use of office and operational resources.
• Coordinate with finance and procurement teams to ensure compliance with policy.

People & Team Enablement

• Support leadership with onboarding, induction, and internal communications.
• Provide tools, training, and documentation to frontline teams.
• Support onboarding and upskilling related to CX systems and standards.
• Manage workflows towards the expected outcomes by getting employees to prepare for and get ready for the change.
• Support and apply guidelines to ensure people embrace and use the new processes and technologies.
• Champion a positive workplace culture by driving engagement, collaboration, and wellbeing initiatives.
• Oversee the execution of employee recognitions department-wide through the team managers.
• Collaborate with the team leaders to schedule for trainings, and logistics of the developments needs execution.
• Coordination and execution of the employee’s wellbeing initiatives and workplace improvements.

Data, Systems & Reporting

• Maintain and improve business systems for document management, service requests, and operational reporting.
• Prepare regular performance dashboards, compliance reports, and operational insights.

Skills & Experience Required:

Essential:

• Proven experience in a business support role.
• Strong leadership and team management capabilities.
• Excellent organizational, multitasking, and time-management skills.
• Excellent cross-functional communication and stakeholder management.
• Project management skills (Agile, Lean, or Prince2 methods may be helpful).
• Process Improvement skills (Lean or Six Sigma principles)
• Data analysis tools (Excel, Power BI, Tableau).
• Strong verbal and written communication skills.
• Business acumen, including planning, budgeting knowledge.
• Project coordination or business analysis background.
• Experience working in a matrixed or multi-site environment.

Key Competencies:

• Self-starter - be able to go from "scout to scale", start things up and drive efforts to get things done.
• Adaptability - proactively respond to evolving needs and the shifting business dynamics.
• Critical problem-solver.
• Excellence-oriented mindset.
• Strong stakeholder engagement.
• Detail-oriented but able to see the bigger picture.
• Confidential and professional under pressure.
• Independently manage multiple projects simultaneously, shift work based on changing business priorities, and meet deadlines in a fast-paced environment.

Required Qualifications:

• Education: BA/BS in computer science, business administration, business information technology, statistics, or a related field.
• [7-10] years of experience in Business Operations Support, transformation, or a related field.
• Familiarity with project management principles and practices .
• High Proficiency in MS Office Suite, and experience with platforms such as Experience Management, Omni-channels, ERP.
• Experience with project management tools, Microsoft Power Automate, Dynamics, Power BI, Jira, Confluence.