Customer Support Planning Executive

Responsibilities: 

• Collaborate with FUJIFILM subsidiaries' Service & Support Divisions to gather, consolidate, and track service performance data, supporting annual target setting and strategic planning.
• Act as a resource for FUJIFILM subsidiaries, providing expert guidance to help them achieve service objectives and adhere to company policies, standard operating procedures (SOPs), and regional guidelines.
• Design and implement frameworks to track key performance indicators (KPIs), monitor operational progress, and align outcomes with business objectives.
• Prepare and coordinate monthly and ad-hoc FBAP reporting deliverables, ensuring timely and accurate submission.
• Analyse service performance reports, identify potential gaps and provide actionable insights and summaries for discussions with FUJIFILM subsidiaries and regional teams.
• Ensure accuracy in service data inputs while identifying and coordinating process improvement initiatives with FUJIFILM subsidiaries to enhance data quality and operational workflows.
• Assist in the development of annual budgets, business plans, and resource allocation strategies and monitor performance to ensure effective utilization of resources.
• Develop financial forecasts, performance models, and scenario analyses to support strategic decision-making and operational planning.
• Identify operational bottlenecks, inefficiencies, and gaps. Recommend and implement streamlined processes to improve overall effectiveness and customer experience.
• Proactively identify opportunities for service quality improvement and lead initiatives to enhance customer satisfaction and loyalty.
• Partner with internal departments such as Customer Support, Finance, Human Resources, and Information & Communication Technology teams to gather insights, understand business needs, and spearhead cross-functional initiatives.
• Lead or participate in operational excellence and improvement projects, manage stakeholder coordination, track timelines, and ensure successful project execution.
• Stay informed on emerging industry trends, best practices, and cutting-edge technologies in service analytics and performance management. Apply this knowledge to improve operational efficiency and effectiveness proactively.

Requirements:

• Minimum two (2) years of working experience in the related field or general business analysis & planning role.
• Bachelor’s degree in Business Studies / Administration / Management / Finance / Statistics or equivalent.
• Proven experience in business strategy, planning, or related roles.
• Strong analytical and problem-solving skills with proficiency in data analysis tools (e.g., Excel, Tableau, Power BI).
• Knowledge of financial modelling, forecasting, and budgeting.
• Proficiency in using planning and scheduling software/tools (e.g., ERP, CRM software).
• Excellent communication and presentation skills, with the ability to translate complex data into actionable insights.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Proficient at autonomously acquiring knowledge and working independently or collaboratively within a team.
• Data-driven mindset with strong business acumen.
• Exceptional customer-service focus and attention to detail.
• Demonstrated ability to be proactive and take initiative to get things done
• Demonstrates a strong commitment to learning and applying Digital Transformation (DX) skills and methodologies, with a particular focus on leveraging the capabilities of the Microsoft Power Platform.
• Passion for improving business performance and for your ongoing professional development. 
• Fluent in English, both verbal and written, with an awareness of and sensitivity to cultural diversity.