• Location:
    Bangalore, Karnataka, India
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What you’ll do

Are you an experienced and inspirational leader with the ability to work within teams through significant transformation while maintaining the highest standard of execution.
If so, this might be the right opportunity for you. The APJC CS organization is seeking a Client Service Representative, to lead and drive both stellar execution and transformation of our CS Operating Model, working with a number of cross-functional partners in Sales, CPE, GBS, IT, etc. Your primary focus will be to deliver on the promise of an enhanced Partner and Sales experience while focusing on driving continued efficiencies in our Operations.

Some of the key responsibilities will include:

● Translate business and process improvement strategies into operational objectives and assignments for the group, including resourcing, budget, and commitment plans
● Implement our new CS Operating Model in a challenging timeframe in close alignment with our Regional Operations Team and the relevant Global Process Owners
● Manage complex escalations coming from Partners, Sales and other Cisco Execs
● Drive execution of our BPO Vendors according to agreed performance metrics, while evolving success metrics for the future
● Implement a culture of process improvement in the team, driving continuous operations efficiency and effectiveness
● Provide direction and guidance to BPO Program Management resources responsible for leading Projects and Transformational Initiatives
● Shape a culture of innovation, change, execution excellence and excitement within a freshly created team

Who you’ll work with

Customer and Partner Experience (CPE) is part of the Global Business Service (GBS) organization.
GBS was created to address the operational complexities of Cisco and is one of the most advanced examples of a truly integrated business services team providing a vast array of services for all Business Entities and company functions.
CPE is a world-class operations organization that aims to deliver a seamless and differentiated experience to our Partners, Customers and Sales stakeholders throughout the Quote to Cash cycle. CPE includes 3 main functions: Regional Operations, Customer Services (CS) and Global Service Ownership. This role falls under the CS function.

Customer Services (CS) is a critical part of CPE that owns the end-to-end transaction experience for our Partners, Customers and Sales Teams.
If you want to join a Team that has the Customer Experience Transformation at the heart of its culture, Customer Services is the right place for you!
Outcome driven, the CS Team is accountable for the delivery of our services (across Products, Services and Solutions) with Cisco experts and a large scale BPO Vendor team.
CS delivers Globally consistent processes with the right level of Regional intimacy. In FY17, as we deploy our Word-Class Customer Services initiative a significant focus is placed on automation and tighter Customer intimacy throughout the delivery of our services.
Key focus areas include proactive case avoidance, process simplification and E2E issue resolution.

Who You Are

● BA/BS in technical or business discipline
● 7 years minimum experience in People Leadership and Partner/ Customer/ Sales facing role
● Previous project and process management experience
● Strong skills in articulating complex business cases into clear business case (PowerPoint)
● Strong communication skills, including the ability to influence at Leadership  level and to collaborate across the business with senior leaders
● Ability to manage deliverables through direct vendor team and cross-functional teams
● Strong Excel skills

Desired Skills
● MBA or significant progress toward MBA degree
● High performance and metrics driven
● Strong knowledge and understanding of interdependencies between business processes
● Strong understanding of back office systems leveraged in support of the business
● Initial People Management experience is a plus
● Six Sigma+ process improvement background is a plus

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We are Cisco.


We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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