611 words, 2.3 minutes read. By Gerard Blokdyk
Center of Excellence 1 big thing: Oversee that your operation takes returns and offers options based on (internal) clients needs.
The big picture: Be sure your staff partners with the (internal) customer Relationship Managers to maintain Heat Maps and develop the required SLAs for new services provided by your Centers and/or vendors to (internal) customers.
Why it matters: Guarantee your design is developing and administering employee benefits; building a program that addresses the needs of the most employees possible while keeping to a budget.
Between the lines: Work in close partnership with the Local Market Product Management organization and other teams across Commercial Product to share segment-specific priorities, understands the breadth of offerings being developed/managed, and assesses segment-driven applicability.
How it works: Liaison so that your staff collaborates with (internal) client RE, Project Management and Facility Managers for service excellence in execution of all activity types.
Yes, but: Lead servicing and readiness efforts related to new promotions and/or promotion platform updates (in alignment with Channel, Product, and Marketing partners and in partnership with the Promotions Servicing Team).
What they’re saying: “Stay up to date on the changing digital landscape to ensure optimal strategy across existing channels, as well as recommending new platforms for consideration.“, SVP. Centers of Excellence
Meanwhile: Make sure your design collaborates with Shared Services Operations in establishing, maintaining and monitoring KPIs and collaborating on improvement plans to achieve targets.
Go deeper: Provide business and employee perspective and insights to Centers of Excellence in order to represent the business in HR strategy/program/policy development.
What to watch: Warrant that your workforce directs, develops and implements strategic and operational/high level projects and processes either through independent/highly autonomous work or through the facilitation of work teams to enable the effective and efficient completion of objectives.
On the flip side: Leverage processes, technology and analytics to develop metrics and KPIs that effectively measure functional excellence effectiveness in the areas of recruiting, onboarding, retention, etc.
Be smart: Oversee that your process is attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach the full potential.
The bottom line: Secure that your company navigate and leverage resources and stakeholders to provide mutually beneficial solutions to problems, conflicts and/or employee relations issues.
What’s next: Oversee that your operation interacts with direct reports and peers in management (internal) customers vendors to interpret information and improve cross functional processes and programs.
ICYMI: Guarantee your strategy supports and drives a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding your (internal) customer expectations.
Look inside the Center of Excellence Kanban:
Want to reuse this data? Purchase your license here:
One-time payment for perpetual commercial re-use
Questions? Email us HERE
Get started: store.theartofservice.com/Center-of-Excellence-critical-capabilities/
Trusted by: Fintova LLC, FactSet Research Systems, Vanguard, Tokio Marine HCC, PayPal, EPAM Systems, Corning, Providence, Facebook, US Federal Acquisition Service, Amex, ModivCare, US DHS Headquarters, CVS Health, Discover, SAIC, The New York Times, Kohler, Microsoft, Uber, Edelman, National Organization f, CECP, Amazon.com Services LLC, Citi, The Estée Lauder Companies, GE Healthcare, Georgia-Pacific, Accenture, Novo Nordisk, Thrivent, Emergent Holdings, Deloitte, PowerSchool Group LLC, Enterprise Resource Performance, Inc. (ERPi), UnitedHealth Group, The Port Authority of New York and New Jersey, Amplity Health, Relevate Health Group Inc., Edison Partners, HCA Healthcare, Manpower Corporate, Disney Parks, Experiences and Products, Assurant, IQVIA, TELUS International, Royal Caribbean Group, Cognizant Technology Solutions, Hitachi Europe Ltd., Merck, Allstate, Truist Financial, Comcast, Adobe, MetLife, Honeywell, Siemens Healthineers, McDonald’s Corporate, Alliance Data, Amazon Web Services, Inc., Tektronix, Serco North America, Blackbaud, Delta, Creative Associates International, Creadits, Cushman & Wakefield, Salesloft, Wells Fargo, Avison Young, Blend, S&P Global