DESCRIPTION
Ingram Micro is an integral part of the technology ecosystems, helping our partners grow and thrive through the creation and delivery of Information Technology, Cloud solutions and Lifecycle services.WITH MORE THAN $54 BILLION IN REVENUE AND THE ABILITY TO REACH 90% OF THE GLOBAL POPULATION, WE ARE ONE OF THE WORLD'S LARGEST TECHNOLOGY DISTRIBUTORS, SERVING OUR PARTNERS THROUGHOPERATIONS IN 61 COUNTRIES WITH 29,000 ASSOCIATES.
The DIGITAL ADVOCATE role is responsible for a full range of activities which drives adoption of digital operations, tools and platforms. Resulting in positive impact to the bottom line through reduction of manual work, growth of revenue and profitability streams and innovation that drives customer stickiness and success. Make recommendations to executives on changes in the business to better align with digital operations.
DRIVE ADOPTION OF DIGITAL OPERATIONS WILL REPORT TO THEDIRECTOR, GBS DIGITAL OPERATIONS IN MANILLA.
YOUR ROLE:
Utilize data to determine what customers, vendors and associates should be using self service and drive higher rates of usage
Understand the VOC to determine what features are priority to drive additional adoption and automation
Facilitate meetings, trainings, communities and material to help accelerate sustained adoption of digital platforms and services
Leverage financial models to target and drive meaningful adoption of digital tools that results in optimal bottom-line impact
Measure, track and build governance to ensure sustained adoption of digital operations
Support omnichannel communication inclusive of chat, email, and phone interactions with customers, associates, and vendors to answer questions around digital tools and information
END RESULTS: Accelerate adoption and throughput of digital success metrics
PERCENTAGE: 70%
MAJOR RESPONSIBILITY: PROCESS EVOLUTION AND CHANGE
SUPPORTING ACTIONS:
Identify through data, processes that are inhibiting adoption of digital operations and make recommendations for change in the business
Build compelling presentations for executives that show the impact of current and future processes
Identify new revenue and profitability streams that can be captured through the digital experience
END RESULTS: Drive change in the business to ensure the best fit for the digital experience
PERCENTAGE: 10%
MAJOR RESPONSIBILITY: DATA ANALYSIS
SUPPORTING ACTIONS:
Analyze data to determine the right success measures for digital adoption and the business impact
Build and evolve scorecards for customer, associate and vendors to determine success and opportunity areas for digital adoption and success
Present trends and insights to executives around the digital landscape current and future states
Benchmark success vs industry standards
END RESULTS: Drive change in the business to ensure the best fit for the digital experience
PERCENTAGE: 20%
DECISIONS FREE TO MAKE:
Priority of digital feature needs
Customers to target for adoption
EXPLAIN THE DECISIONS THAT DEPEND ON POSITION'S ADVICE:
What customers should we target to move the needle on converting significant volume to digital?
What features will scale our business 10x in the next 18 months?
EXAMPLE DECISIONS THAT DEPEND ON POSITION'S ADVICE:
QUALIFICATIONS:
Four-year college degree on Business, Finance or IT or equivalent experience.
Minimum 5 years functional experience including a minimum of 3 years' experience of Customer support, change management or business analysis.
TECHNICAL SKILLS REQUIRED
Ability to navigate reporting tools like PowerBI/Qlik/Looker
Advanced Excel
Chat/email/soft phone experience
Knowledge of IM360/Microsoft Dynamics
FOUNDATIONAL COMPETENCIES:
DRIVES RESULTS
Sets aggressive goals and has highest standards
Is consistently one of the top performers
Pursues everything with energy and drive, the need to finish
Persists in the face of challenges and setbacks
Always keeps the end in sight, puts in extra effort to meet deadlines
has a strong business acumen with focus on bottom line impact
Self-starter with proactive mindset
DECISION QUALITY
Makes sound decisions, even in the absence of complete information
Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
Considers all relevant factors and uses appropriate decision-making criteria and principles
Recognizes when a quick 80% solution will sufficient
Is data driven with a logical connection to expected results
COMMUNICATES EFFECTIVELY
Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.
Attentively listens
Adjusts to fit the audience and the message
Provides timely and helpful information to others across the organization
Encourages the open expression of diverse ideas and opinions
Keeps his/her manager informed of any problems, challenges, or unanticipated events affecting his/her work.
CUSTOMER IMPACT TOP OF MIND
Understands the customers business and how changes will impact them
Thinks about current and future state through the mind of a challenging customer
Can anticipate customer adoption and roadblocks of digital tool usage
COMPETENCIES
Self Development
Generally aware of new trends in field
Learns new concepts and can apply them broadly
Strongly aware of personal weaknesses
Sets self-development goals
Interpersonal Savvy
Relates comfortably with people across levels, functions and culture
Acts with diplomacy and tact
Builds rapport in an open, friendly and accepting way
Builds constructive relationships with people both similar and different to self
Picks up on interpersonal and group dynamics
Some recognition of on job conflict
May suggest solutions to conflicts
Somewhat aware of sensitive issues
Some tolerance of difficult people
Instills Trust
Follows through on commitments
Is Seen as direct and truthful
keeps confidences
Practices what he/ she preaches
Shows consistency between words and actions
Being Resilient
Remains calm and confident under pressure.
Views setbacks as an opportunity to learn.
Some ability to manage conflict
This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check that includes verification of vaccination status.
Ingram Micro requires all new associates to be fully vaccinated against COVID-19. Therefore, this position requires applicants to submit proof, prior to start date, that the successful applicant is fully vaccinated against COVID-19. Ingram Micro will comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs. Applicants will be notified of the requirements of Ingram Micro’s COVID-19 policy and process for verification of vaccination status prior to the start of employment.
Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
It’s no surprise that technology powers the planet. And what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population.
By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.
What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.
Let’s shape tomorrow.