Position Description: This role takes responsibility to the global execution of upsell performance related including service delivery solution and the strategy to improve, resolve and mitigate. He/she work closely with heads of related WW departments to set & achieve customer experience goals, manage operation cost, and contribute to the company’s overall success. He/She responsibles for the assessment of business requirement; driving analysis discussion and subsequent service delivery related solutions, developing a standardize process to organize the support given to Premier customer. He/She organizes mitigation & improvement activities that keep Premier business growing, fix systemic issue and leads any cases that may fall outside the scope of duties. He/she is required to plan, organize lead and control the process, to ensure execution carried out efficiently and effectively. Reviewing internal and external resources with financial detail is required completing a project/program or an execution. #### Position Requirements: \- Develop new processes and enhance existing processes in order to better handle Premier backlogs within tolerate timeframe; governance the process together with customer journey metric with the collabration of all services functionals by setting up weekly governance meeting \- Identify opportunity for improvement with different services functional department and cater with CLCA (Close loop corrective action); facilitate enablement of improvement plan to the resolve systemic issue with targeted & tolerate timeframe \- Collaborate with executive-level managers, collecting relevant feedback regarding the performance of various services departments and initiate recovery or improvement activities to sustain the Premier customer experience & service delivery performance \- Work very closely with all services department on Premier service delivery matter; contribute information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing new process/execution; resolving problems; completing audits; identifying trends; determining system improvements; implementing change. \- Establish compliance activities which able to help in improving operation efficiency and Premier customer resolution; review & evualuate the needs and requirement of compliance activities. \- Coordinate within UCC and relevant departments to resolve any critical executive escalation or complaints in a timely and respectful fashion, to ensure the branding of Premier services is being maintained with a positive image and unrivaled services. \- Compile weekly/monthly/quarterly customer experience performance reports using a variety of statistics, written data, and detail information, and present the findings to leadership team \- Discusses quality of assignments with internal managers & key persons, and highlight areas that need improvement in the future and to ensure that UCC have a supportive and dynamic workspace and the resources to provide excellent service to Lenovo Premier customer \- Monitor staff performance and complete performance reviews; identifies talents within team, provides development and growth opportunity, in order to maintain team overall skillset to support Premier services \- Contribute in reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures within the team to ensure maximum support capability in order to achieve better customer experience performance \- Ensure resources, schedules of entire operation team to support the business and drive process compliance, adherence We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.