GEM Process Compliance Manager

As a GEM Process Compliance Manager at MillerKnoll, your primary responsibilities include overseeing dealer compliance, managing escalations, providing platform support, and ensuring accurate reporting. You will conduct bi-weekly dealer meetings to review adherence to service level agreements, oversee performance improvement plans, and serve as the main point of contact for escalations. It's a crucial role that involves close collaboration with dealers and internal teams to maintain compliance and improve performance.

To qualify for the GEM Process Compliance Manager position at MillerKnoll, candidates should have experience in dealer compliance, operations, or account management. Familiarity with tools like OrderPlace, Smartsheet, Order Manager, and the Quote Tool is essential. Strong analytical and problem-solving skills, excellent communication abilities, and experience with training and process enhancement initiatives are also key qualifications for this role.

The GEM Process Compliance Manager supports dealer operations by acting as the primary contact for compliance issues and escalations. You’ll investigate and resolve any reporting delays or miscommunications, ensuring the dealers have the right support to meet their contractual obligations effectively. Additionally, you'll conduct training sessions to enhance understanding of processes and tools needed for successful operations.

Success as a GEM Process Compliance Manager at MillerKnoll requires strong analytical skills to address compliance and escalation issues, excellent communication skills for effective stakeholder management, and the ability to train and guide teams. A solid understanding of contractual requirements, reporting processes, and experience in performance improvement initiatives are also vital to thrive in this role.

The GEM Process Compliance Manager at MillerKnoll will provide comprehensive training sessions to both internal teams and dealers regarding OrderPlace operations, fulfillment changes, and platform functionalities. This ensures that everyone involved is well-versed in the processes and can efficiently tackle any issues that arise, ultimately enhancing team performance and compliance.

When answering this question, it's essential to highlight specific instances where you managed compliance in past positions. Share examples of how you ensured adherence to contracts, overcame challenges in compliance issues, and contributed to performance improvements, while emphasizing your role in fostering effective communication with stakeholders.

Discuss your approach to addressing escalations by illustrating a step-by-step process. Mention your focus on investigating the issue, communicating effectively with all parties involved, and implementing solutions. Demonstrating your ability to remain calm and analytical during pressure will showcase your suitability for this role.

Be prepared to discuss your experience with tools like OrderPlace, Smartsheet, and other platforms you have utilized. Explain how you used these tools to manage compliance, track performance, and analyze data while also highlighting any training or guidance you provided to others in using these systems.

You should focus on your decision-making process when prioritizing tasks, emphasizing the importance of urgency, impact on stakeholders, and compliance requirements. To effectively convey your strategy, consider providing a real-life example where you had to juggle multiple priorities.

Highlight how you adapt your communication style to accommodate different stakeholders, such as dealers and internal teams. Mention your strategies for keeping everyone informed, ensuring alignment, and fostering collaboration, which is crucial for maintaining compliance and achieving performance improvements.

Discuss the metrics and KPIs you have previously monitored and the methods you employed to collect and analyze data. Explain how you utilized reports and dashboards to communicate compliance statuses and performance results to stakeholders effectively.

Provide a detailed example of an initiative you spearheaded, focusing on the objectives, the role you played, the challenges you faced, and the resultant outcomes. This illustrates your ability to lead and enhance performance effectively.

When discussing this scenario, emphasize the importance of understanding the root causes of non-compliance. Describe your plan for addressing the issue through communication, potential training, and escalation processes to ensure that the dealer is supported in meeting compliance expectations.

Share specific instances where you have trained teams, explaining your approach to developing training materials, conducting sessions, and following up with participants to ensure understanding and adherence to compliance processes.

In your response, connect your professional aspirations to MillerKnoll’s mission and values. Highlight your passion for sustainability and equity in design, and express how your skills align with the responsibilities of the GEM Process Compliance Manager role.