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CDI - Manager Knowledge Operations GCSS

  • GE Digital
  • Experienced
  • Posted 7/26/2017 5:33:25 PM
  • 2931945
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): France; Puteaux, Paris, Boulogne

About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Role Summary:
You will manage a group of employees to ensure work deliverables are achieved, provide people leadership including budget, resource allocation and performance development. You will work across teams and and all GE business to implement strategy. You will manage employees in multiple distinct areas of work and you will be responsible to deliver at a global scale the self-help strategy and adoption, ensure L1 & L2 knowledge management and develop readiness to support for all DWS support groups

Essential Responsibilities:
You will be responsible for the management and ongoing development of our Global Knowledge (GKM) team, service and ensuring high levels of service quality. GKM is a multi-channel coaching and advice service that is a key component of our assisted self-service knowledge strategy. You will be responsible for leading a global team of knowledge professionals that provides a high quality customer experience that enables GE practitioners to quickly and easily find the knowledge they require to support service delivery and go-to-market activity.
This role also coordinates with internal global stakeholders such as Digital Workplace Technology or Digital Workplace Services and Support to ensure our team has the best possible tools and our customers receive the highest levels of service.

• Develop and manage the execution of the GKM strategy based on GE's vision, knowledge solutions and tools
• Deliver a globally consistent GKM service offering by embedding consistent procedures, guidelines and standards that are implemented across our hub teams
• Analyze usage behaviors to identify trends and uses this data to further enhance processes, service offerings, customer service and determine future actions as needed
• Work collaboratively with IT to locally manage technical vs. knowledge enquiries to ensure quality customer service through the seamless transition of enquiries and reduced duplication
• As a leader within Global Client Services & Support team, actively participate and contribute to the overall strategy of this global function to deliver measurable business results
• Establish product support model documentation based on good understanding of internal and external knowledge solutions and third party external sources, including defining the triage process with external vendors and internal stakeholders
• Guide process improvement efforts by assessing risks and applying innovative problem-solving techniques
• Establish and administer the annual budget and manages expenditures
• Manage an international team

Additionally, you will:
• Be accountable for managing, collaborating, influencing and achieving results across hubs and time zones, and with diverse teams and working styles
• Equip team with the authority to effectively execute the agreed-upon triage process with other business groups and reinforces the self-service message
• Successfully juggle competing priorities, multiple projects and senior stakeholders with varying perspectives
• Be able to influence senior stakeholders
• Adapt to constantly changing work requirements while assimilating new information, analyzing it and effectively applying it
• Take initiative and be proactive in a fast-paced and highly challenging environment
• Quickly define problems, collect input, conduct assessments, draw conclusions and problem-solve
• Be adept at managing conflict toward resolution
• Be willing to challenge status quo using diplomacy as required
• Work independently within own area operating with minimum supervision
• Oversee Knowledge Help team, including recruitment, performance development, learning & development, resource management, counseling and coaching
• Coach and mentor more junior Awareness & Knowledge Help team mates
• Help the team to resolve or appropriately escalate issues that impact the quality of customer service

• Master degree in Information Technology, Computer Science or Business (or, in lieu of a degree, equivalent IT experience in global organization)
• Very strong experience in a knowledge, customer service or training role or related experience with a proven track record
• Progressive experience as a professional IT leader with previous management experience in large company setting
• Proven experience leading IT teams. Effective leadership skills including demonstrated experience leading project teams, driving engagement, influencing and working seamlessly across multiple functions in a matrix type setting
• Demonstrated ability to develop an overall Knowledge Management roadmap to match business processes and plans, customer experience improvement and operational effectiveness
• Must have the ability to work under minimal direction, be organized and have the ability to prioritize commitments and projects
• Strong knowledge gained through managing helpdesk systems and processes
• Experience managing a virtual team
• Insights gained through participating in change management programs
• Demonstrated ability to manage helpdesk functions
• Strong understanding on how to implement process improvement on a global scale
• Demonstrates analytical capability to ascertain trends, gaps and issues, and translates them into solution-based recommendations
• Deep experience with online research databases and websites, business information tools and SharePoint Awareness of global and local knowledge tools to match to customers' needs
• Experience managing high-performing teams
• Proven leadership and management (virtual or in-person) skills
• Strong coaching, mentoring, negotiating and listening skills
• Strong project management skills
• Ability to work with a global mindset
• Excellent networking skills to build and maintain productive, collaborative relationships
• Manages competing priorities by effectively using proven management techniques, such as delegating, conflict resolution, influence or persuasion
• Fluent in English

Desired Characteristics:
• Consistently exhibit behavior and communication skills that demonstrate Digital Technology commitment to superior customer services, including quality, care and concern with each and every customer
• Deep understanding of customer satisfaction drivers and case deflection strategies. Must have strong customer relations skills and have the ability to work with discretion and integrity
• Self-motivated, self-starter who works well in a fast pace, growth orientated entrepreneurial environment
• Multiculturalism, Exposure to multi-cultural global IT operations delivery. Ability to manage multi-cultured teams with an appreciation and awareness of individual differences.
• Ability to engage teams in win/win situations to ensure delivery on IT portfolios
• Demonstrated success in identifying, developing, and implementing process and service improvements, resulting in measurable customer satisfaction improvements
• Ability to influence through persuasion, negotiation, and consensus building
• Must be confident, highly motivated and passionate about making a difference with demonstrated performance building high performing teams
• Strong written communication skills, with the ability to develop technical business correspondence and excellent presentation skills
• Excellent communication, collaboration, and relationship-building skills, people development, networking and influencing
• Project Management (PMP) certification a plus
• KCS Practices Certification, V5 a plus
• French is a plus


Locations: France; Puteaux, Paris, Boulogne
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