Job Description Summary
A2 Mission & Purpose
The Athena-2 Program is aiming to replace current Legacy ERP & ERP Satellite systems as well as to deliver new solutions to address current and future business needs.
It is the transformation of our Quote to Cash (QTC) solutions and transitioning to a more customer centric QTC solutions and operating model.
The Athena-2 Service Claims SME will be a key member of the Athena 2 (A2) program with a primary focus to secure EMEA BDX service claims business requirements and deliverables within the QTC framework.
Main purpose / scope of the role
The A2 customer service claims SME will oversee the service claim process E2E, making sure the proposed solution is aligned to strategic objectives and thus enabling the transition to a more customer-centric operating model.
The primary focus is to design, realize and implement an efficient & effective service claims E2E process for customers, with main focus on the transactional pieces in the future ERP system
support of customer service claims related transactions such as Credit Notes, Re-billings, Replacements and Returns in SAP S4Hana
making sure transactions are in line with policies and regulations
supporting the 360 view on a customer
align with service claims related actions and workflows performed in service cloud
service claim reporting in S4 / Hana
Other commercial operation related processes within the Athena 2 process can be added to the scope role, including
reports for commercial operations
sales tracings and charge backs
The Athena 2 Service Claims SME will be reporting to Commercial operations project lead.
The SME will have to work closely with other Functional / Process leaders and various business stakeholders as well as IT teams to ensure any proposed solution is aligned with their A2 strategic objectives and their A2 process design.
Main contact person for all user stories related to customer service claims transactions.
Ensure an SME resource plan is available and staffed for success for each of the program phases (from built till stabilization)
Manage key stakeholder engagement & change management by organizing / communicating regularly with key stakeholders to discuss project activities, progress and hurdles, and / or support required.
Ensure that all requirements are captured and that all new change requests are fully documented and routed through the approval process.
In working together with BD, Deloitte testing teams, he / she helps to resolve road blocks with testing activities and defects.
As required, provide guidance on Work Process Role Mapping questions and the organization of train-the-trainer and / or end-user training.
Overlook cutover simulation and execution activities. He / she will work proactively with other leads to resolve cutover issues for the Athena 2 program.
Oversee Go-Live / Post Go-Live stabilization support
Knowledge & Experience
The Service Claims Process SME must mainly have a customer care experience and a level of operational experience in a customer-facing environment
A solid understanding of the End-2-End QTC process is recommended.
Fluent in English is mandatory any additional language would be a plus
Good all-level communicator & team player
Testing and coaching experience of ERP solutions
Action / Execution-driven
Ability to work independently and manage time effectively
Customer experience & Global mindset
E2E thinking & drive for E2E solutions
SAP knowledge is a plus
What can you expect from us?
A challenging, dynamic role in a project with a global scale.
An informal working atmosphere, dynamic corporate culture and international context.
Rewarding career benefits and an environment that lets you grow and develop
Interested? Apply now!