Client Success Techical Supervisor

hace 3 semanas

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

**Job Description**:
**Role Purpose**:Client Success Automation Lead works directly with Service Delivery and other internal EMS groups to build automation and drive standardization across EMS. Assesses feasibility / projected savings, communicates with internal teams to complete the needed improvements, and drives the empower framework with satisfactory resolutions. Responsible for managing and building automation across the organization, foresee challenges, clarify team needs, and provide regular status. Lead is also responsible for leading the entire Install Tech team and leveraging their capacity to build an automation team while managing the daily needs of the team members. This role will have a dotted line report to the Smart Automation Delivery Director.

**Major Job Functions**

1. Set up new RPA (Robotic Process Automation), standardize processes, prioritize projects when necessary, and monitor entire project resolution. Consult with internal groups when needed to ensure complete automation resolution.

2. Partners with Regional Smart Automation Delivery Team and follows governance protocols and standards

3. Partners with the Experian Empower Program to vet processes and track savings.

4. Will be part of the Smart Automation team continuous improvement events (Kaizen, LSS, etc.)

5. Identifies, trains and coaches upcoming Smart Automation developers from within the business (Power Users/Citizen Developers)

6. Deliver on automation productivity goals for the business

7. Transitions to the Smart Automation Delivery Support & Maintenance team the robots that have been deployed into production.

8. Primary contact point for internal and external on entered tickets, as well as consultation to incorporate needed solutions

9. Assist management when necessary for specific project priority requests.

10. Identifies opportunities to improve existing methodology, drafts plans, reviews with Management, follows through on execution, and empower framework.

11. Promote teamwork by assisting team members and other teams as time permits.

12. Collaborates directly with other internal groups to successfully resolve the automation task to the internal user’s satisfaction. Owning the project from inception to resolution.

13. Monitors and reports progress and fully communicates status with team members and end users within project expectations.

14. Interpret project specifications and utilize the most effective approach to produce the desired results accurately and efficiently.

15. Analyze tools, procedures, systems, making recommendations for new technology. Especially in the automation and standardization arena. Learn and understand new platforms to transition into new technologies.

16. The Lead manages the daily needs of the entire team ensuring they have what they need to be high performance and holding them accountable to their goals and job roles.

17. Accountable to management to lead a high performing team

18. Ensure all technical requirements of Install deliveries met for clients on time and error free.

**Qualifications**:
**Qualifications**
- Minimum 5 years’ experience in Marketing or Analytical fields.
- Technical Bachelor’s degree or Marketing degree in progress or complete.
- Programming background preferred.
- Experience in Smart Automation Technologies (RPA, RDA, Chatbot, Power Apps, etc.)
- Strong attention to detail and organizational skills.
- Excellent problem solving and analytical skills.
- Ability to work independently.
- Ability to communicate fluently in English.
- Excellent project management skills.
- Excellent multitasking capabilities.
- Strong customer service skills
- Logical / Programmer Mindset
- Servant Leadership Mindset

Additional Information
**Culture at Experian**

**Our uniqueness is that we truly value yours.**

Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on

Our benefits include:

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