- Develop product pricing and positioning strategies working alongside relevant departments.
- Research customer experiences and demands and determine feature requirements to improve
- customer experiences.
- Improve SPL products, customer experiences, generate new product ideas, and outline detailed
- product strategies, among other duties.
- Outline a detailed product strategy and managing product road maps and releases.
- Understand product selling points and identifying and filling product gaps and generating
- new product ideas.
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- Construct variable cost models across all service offerings.
- Build pricing models to enable Sales to sell within defined pricing slabs.
- Develop sophisticated pricing tools to enable pricing customization for strategic accounts or enterprise level customers.
- Define, own and manage a pricing governance framework to ensure our market offers are consistent.
- Collaborate with legal to manage regulatory requirements.
- Develop and own market forecasting for budget and operational annual plans.
- Collaborate with Finance on cost models especially Activity-based costing (ABC).
- Take a proactive role around profitability providing detailed statistically valid analysis to Finance and Operations to manage cost, to the product teams to validate service design.
- Maximize network opportunities across both product design and network cornerstone customers
- Conduct research to deeply understand emerging innovation and growth challenges in the postal and courier businesses to ensure that innovation opportunities are identified and capitalized.
- Review customer experience reports to analyze and assess different potential innovative exercises according to the innovation strategy.
- Work closely with all stakeholders to build programs and resources that address the challenges and needs of products/services at SPL.
- Develop and manage engagement plans to work with product teams to embed responsible innovation practices in the product development process.
- Understand how technology is developed and experience anticipating and mitigating potential risks.
- Ensure that the storytelling and visual designs are well developed and clear for all stakeholders.
- Consult as a user experience and design expert in design thinking, facilitation, business strategy, data analytics, experience design; on projects led by Innovation Team.
- Build customized approaches for SPL challenges includes leading the end-to-end process of service & experience design, mentioning all related researches, pricing, pitching the proposal to the stakeholders, and helping them understand how the approach meets SPL objectives.
- Provide the optimal level of support to each initiative in the innovation portfolio, and interacting appropriately with the broader organizations' governance requirements.
- Help senior colleagues manage internal client and customer relationships by using relevant client systems.
- Help develop procedures for an area of the organization, and monitor their implementation.
- Provide information and clarification on existing procedures, processes and precedents.
- Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
- Take responsibility for managing and delivering a designated legal case work program.
- Execute a communications plan within established systems and procedures.
- Document and maintain legal files and issues.
Require willingness and ability to undertake specified tasks as directed
Perform different tasks, process routine documents and maintain day to day activities
Performs routine assignments based on existing policies and procedures of the function
Receives instruction, guidance and direction from more senior level roles.
- Assess the performance of the teams to ensure that the targets and deadlines are met in due time.
- Handle customer relationships and expectations by developing a communication process to keep others up to date on the SPL project results.
- Provide SPL project analysis to the management by producing required documentation including business requirements, future state proposals, use cases, and scope matrix.
- Serve as a liaison between the business operations and the IT professionals to assist or gather the business requirements needed for system modifications, enhancement, and implementation of strategies.
- Maintain logs for meeting minutes, meeting schedules, project summaries, and updates.
- Hold meetings with the project call center team regularly to review the needs and updates.
- Create periodically reports on the overall performance and the targets achieved; point out the areas of improvement and give recommendations accordingly.
- Identify and capitalize on improvement opportunities efficiently.
- Identify innovative ways to understand the needs of the customers and increase customer satisfaction.
- Communicate ideas and viewpoints on various opportunities to the management.
- Offering proactive assistance and personalized recommendations to customers based on their needs and preferences.
- Providing feedback and suggestions to improve customer experience, product features, or operational processes.
- Adhering to established customer experience/ service policies, procedures, and service level agreements.
- Ensure customer satisfaction by providing excellent support, resolving issues efficiently, and Continuous improvement.
- Coordinating with internal departments: Collaborating with different departments within the organization to ensure timely and efficient execution of tasks, such as resolving customer complaints or addressing operational issues.
Job Specific Accountability
- Develop product pricing and positioning strategies working alongside relevant departments.
- Review the researches of customer experiences and demands and determine feature requirements to improve customer experiences.
- Enhance the Improvement of SPL products, customer experiences, generate new product ideas.
- Outline a detailed product strategy and managing product road maps and releases.
- Understand product selling points and identifying and filling product gaps and generating new product ideas.
- Ensure Gathering the information for use in research and analysis in order to assist the department to provide advice and assistance to internal and external customers.
- Monitor Preparing, registering and verifying financial/accounting entries ensuring necessary documentation is correct and is adequately archived.
- Lead Investigate and identify root-cause of occurring problems and participate in the formulation of remedial solutions to avoid repeated occurrence
- Manage undertake specialized accounting/financial analysis in area of expertise as befitting accounting/financial procedures and agreed upon techniques
- Ensure Preparing period and ad-hoc financial reports to update superiors on variations between actual cost versus original budgeted for figures
- Defines, develops and delivers medium term operational plans for Payable Accounts which will be driven by departmental plans.
- Provides input into financial planning and budgeting through the submission of data and reports to senior management.
- Leads in the development of staff in the unit to ensure that service standards and capability are continually improved.
- Preparing and implementing quality assurance policies and procedures.
- Performing routine inspections and quality tests in order to make recommendations for improvement.
- Identifying and resolving workflow and production issues to ensur that standards and safety regulations are observed.
- Addressing and discussing issues and proposed solutions with superiors.
- Documenting quality assurance activities and creating audit reports, training materials and operating manuals.
