Job Description

Location:

(59200) , ,

Salary:

Competitive

Type:

Permanent

Main Industry:

Advertiser:

Job ID:

124299873

Posted On:

18 November 2022

What you'll do:

-Lead the customer relationship at a senior level, ensuring a single point of contact for service management across all process areas for all functions and markets

-Implement and maintain the performance and the service management governance model, policies, processes, tools, and templates, in collaboration with peer Service Managers, Center Director, and Global Process Excellence function, leveraging Knowledge Management, Automation, and Global Process Ownership as well as Contract Management (outsourced activities)

-Identify process improvement, harmonization, and automation potential within the Service Management function

-Monitor and report Service Levels across functions, processes, and teams regularly in collaboration with functional Process Managers and global functional or market stakeholders

-Ensure service benchmarking with the latest industry trends

-Design and implement a service review mechanism for both service quality and scope for all functions supported by GBS

-Setup and manage standard issue escalation process to be implemented across all functional areas, personally manage highest priority issues. Conduct periodic service reviews and drive for service improvement and customer satisfaction

-Provide Service Management advice and analysis to the GBS Management Team to support decision-making, in line with rules, policies, procedures, and legislation

-Support the transition of affiliates/functions into the GBS by ensuring that the service standards are agreed upon and adhered to during Transition

-Leads, in consultation with Director, Service and Process Excellence, local GBS process improvement program. Ensures annual projects review and planning process is in place, including alignment with IT on resources and timeline

-Leads and supports improvement projects setup and execution in GBS location. Align agenda and methodology with Global Process Excellence and GPO organization

-Guide and supports operational GBS teams in the design and implementation of LEAN management culture and tools

-Liaise with external partners in the implementation, design, and development of LEAN culture in Amway

-Work closely with all GBS locations and peer managers to ensure a consistent and standardized implementation journey

-Provide advisory and training to operating teams in LEAN

What you'll need:

-Candidate must possess at least a Bachelor's Degree in Accounting / Finance /
Business Administration / Procurement or relevant Professional Qualification

-Preferably with 12+ years' relevant experience in Shared Service Environment

-Customer-centric mindset and broad knowledge and experience of BPO/SSC processes, practices, and activities, including stakeholders' expectations

-Experience in the comprehensive management of service processes, at least 5 years of experience in team management

-Proven experience in Lean (Services/Manufacturing) management and expertise in Lean principles and tools, including process improvement experience

-Has a high degree of process and functional knowledge with a thorough understanding of the end-to-end processes, as well as knowledge of the functional organization, business requirements, and existing technology solutions

-Demonstrated ability to re-engineer processes and performed change management to ensure adoption

-Is enthusiastic and confident with a "can do" attitude

-Lean or Six Sigma Certification - is an asset

-Open-minded, capable of seeing a "new" way of doing things

-Does not avoid difficult conversations when required

-Strong communication and advanced Business English skills

-Strong interpersonal skills and the ability to interact at all levels of the organization with diplomacy, confidentiality, and professionalism

-Excellent organization & time management skills. Should exercise good judgment in prioritizing deliverables