Business Performance Leader

General Motors (GM)
Dubai, UAE

Ref: KP687-61
General Motors (GM)

The Role

The Role

OnStar is a wholly owned subsidiary of General Motors and is the global leading provider of connected safety, security and mobility solutions and advanced information technology. With more than 6 million subscribers in the U.S., Canada and China, OnStar is available on more than 45 of our 2012 model year vehicles. OnStar is also available for installation on most other vehicles already on the road through its recently launched OnStar FMV. OnStar’s key services include: Automatic Crash Response, Stolen Vehicle Assistance, Remote Door Unlock, Turn-by-Turn Navigation, OnStar Vehicle Diagnostics and Hands-Free Calling.

OnStar Middle East is looking for a Business Performance Leader with the following qualifications:

An OnStar Business Performance Leader is responsible for managing one or more of OnStar’s lines of business. They are accountable to drive performance across multiple call center sites working with OnStar supplier partners. Our call centers are measured by a number of performance metrics which may include system and call quality, customer satisfaction, sales conversion rates, profitability, contribution margin, average call handle time and product enrollments. The Business Performance Leader serves as the voice of the subscriber and the OnStar advisor. They design call flow, measure call effectiveness and build business processes to execute a flawless customer experience and product delivery.

Key Job Responsibilities:

•Develop and maintain superior subscriber experiences through customer focus
•Develop strategy for implementations of new products and services
•Develop and implement call flow strategies to achieve desired business results
•Partner with a variety of business stake holders including marketing, field sales, dealer relations and product development teams
•Monitor forecasting, service levels, costs, and quality
•Work closely with training and curriculum development teams
•Interface with supplier partners to drive process compliance and overall performance
•Work with IT and business partners to create solutions and enhance tools and applications for the advisers and subscribers
•Gather and interpret complex quantitative or qualitative data
•Ability to succeed in a variety of recurring and non-recurring special assignments
•Desire to be create and create positive change
•Make presentations to all levels of management
•Maintain all policy and procedures for their assigned line(s) of business



Basic Required:

•BA/BS degree
•Demonstrated customer focus by investigating and taking action to meet customers current and future needs
•Demonstrated ability to manage multiple projects/programs
•Strong performance management skills — setting clear goals, measuring performance, providing guidance and direction to staff
•High level of analytical ability where problems are unusual and difficult
•Strong interpersonal communication abilities
•Strong verbal and written communication skills, Arabic is a must
•Positive attitude and enjoys working with people

Preferred Skills/Experience:

•3-5 years of call center experience with an industry leader
•3-5 years of proven success in sales, marketing or customer service
•Experience in designing call flow or call scripting
•MBA or equivalent advanced degree

About the Company

About the Company

General Motors Company (NYSE:GM, TSX: GMM), one of the world’s largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GM’s largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GM’s OnStar subsidiary is the industry leader in vehicle safety, security and information services.

With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.

GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the company’s operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.

GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.
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