BUSINESS INFORMATION & DIGITAL SERVICES (BIDS) Areas

• Business Intelligence. Handling all needs related to CRM and data analysis.
• Participant Digital Journey. Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.
• Classroom Digital Experience. Handling participants’ digital experience during sessions, whether in person, hybrid or online. Audiovisual services will be included in this unit.
• Technology Services, this large group brings together all tech services that support school operations. At the same time, it is organized into three teams:

• The team will handle the maintenance of applications that employees use, except for CRM and audiovisual services. This team also includes the business partners of technology-intensive areas.
• this team will handle systems, cybersecurity services and telco.
• this team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.
• New Area - Support: executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS

• Proven working experience as a Customer Service Manager,
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Proficiency in English
• Availability to travel occasionally

• Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS. Converting the actual service into a new one proactive service. Guiding de user across platforms, incidents, requests.
• Continuously improves IT support in partnership with internal staff / outsourced.
• Directs the workplace team, which is responsible for release coordination, end-user communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.
• Improve customer service experience, create engaged customers
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets

• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities