Global Performance and Improvement Coordinator

Business Unit:Cubic Transportation SystemsCompany Details:When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Job Details:

Reporting to the Global Performance and Improvement Manager. This position supports them, and Global Performance and Improvement Leads where necessary, the successful delivery of the regional specific services delivered to our global clients via our Internal stakeholder groups and using resources to the levels and timescales stated within the contracts. In addition, this position builds and maintains excellent customer and stakeholder relations to enhance business opportunities.

The Global Performance and Improvement Coordinator is responsible for building regional specific relationships with Cubic's internal stakeholders/customers in order to deliver a proactive and continuously improving service. In doing this, they will pull together Quality, Training and day to day service deliverables in aligning the service delivered and what our client contracts say Including the reporting monthly on performance for the given region.

Essential Job Duties and Responsibilities:

• As a key member of the GOC escalation procedure, on matters relating to service performance of support and maintenance obligations, including planning, issues escalation, technical, service and performance reviews, ensuring good internal customer relationships are developed and maintained
• Work closely with the service delivery management team to ensure contractual obligations including SLAs are met through the coordination of resolver teams.  This includes but is not limited to reviewing open/closed cases and high priority faults
• Attend weekly and monthly internal/client service review meetings to ensure assigned contract deliverables are being met and any actions are taken forward from our Global operations centre.  Actions may range to the coordination of other teams to leading service improvement initiatives.
• Provide general reports or statistics as required by management and customers using MS Office suite.
• Perform analysis on performance reporting to identify trends and then build and deliver action plans to mitigate / resolve.
• Undertake root-cause analysis of service failures and ensure that corrective action is identified and implemented through the coordination of resolver teams.
• Coordinate internal people and teams in projects.
• Work closely and collaborate with all necessary internal organisational functions,
• Responsible for the day to day service co-ordination from the GOC for a specific region.
• Pulls together material on Performance, Quality, Training and Service Improvement Initiatives in order to conduct an effective service review with internal stakeholders within a specific region.
• Aware of all incoming transitions for a specific region and works with GOC staff to ensure that they are planned and resourced effectively to deliver the commitment.
• Builds relationships with all internal team members within a specific region.
• Gathers and clearly understands associated supporting documentation related to a specific client within a region; including Major Incident Management
• Supports the OneSupport Service Desk with regional specific information and knowledge around service delivery.
• Works closely with Quality and Training teams to ensure appropriate Training and Quality priorities are set and aligned per region.
• Gathers and reports customer feedback collected during service activities.
• Comply with Cubic's values and adherence to all company policy and procedures.  In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements

Skills, Knowledge, and Experience

Essential:

• Experience in being self-motivated.
• Experience in being highly organised
• Analytical problem solver who is able to quickly & accurately identify key issues.
• A clear, effective and confident communicator.
• Experienced in providing customer service.
• Exceptional listening and analytical skills. 
• A wide understanding of customer service processes and methodologies. 
• Ability to occasionally work off hours to monitor early morning and evening staff.
• Able to make a significant contribution in a team environment.

Desirable:

• Broad experience in supporting multiple product areas.
• An appreciation of development of the Transport Industry.
• Experience in Fault Management.
• Experience working in a high technical operational Service Centre or technical background preferably gained in automated fare collection or railway industry.
• Experience in delivering training.

Education and Qualifications

Essential:

• A Level education or equivalent.

Desirable:

• ITIL v3/v4 certification.

Personal Qualities

• Ability to work both autonomously when required and productively within a cross-functional team environment.
• Responsible, organised with a logical thought process.
• Positive attitude.
• Team player.
• Diligent, with attention to detail. 
• Able to problem solve and find effective and timely resolutions.
• Proactive.
• Excellent communication skills both verbal and written.
• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments.
• An enthusiasm for new technologies and their application for both business and consumers.
• A natural curiosity and a passion for learning new skills.
• A continuous improvement mindset.
• The tenacity to keep going when things get difficult, an optimistic and upbeat personal manner.
• Approachable, adaptable and flexible and able to work on their own or as part of a team.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements.  Duties, responsibilities and requirements may change over time and according to business need.

Worker Type:Employee

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