Develops operating procedures to enable the implementation of new services within the Global Shared Services (GSS).
Leads the timely delivery of quality services by the team.
Maintains and improves operations by monitoring system performance, identifies and resolves problems, prepares and completes action plans, completes system audits and analyses, and manages system and process improvements and quality.
Ensures that the services provided meet defined key performance indicators.
Resolves escalated customer issue.
Ensures that unsolved or complex issues are referred to the Service Delivery Manager.
Contributes to creating a shared knowledge base within the GSS team.
Trains new GSS team members.
Is responsible, with the Service Delivery Manager, for taking measures to implement audit recommendations.
Writes and/or updates local procedures or manuals.
Requirements
University/bachelor’s degree or equivalent certification.
Proficient computer skills, including in-depth knowledge of Microsoft Office suite (Outlook/Word/Excel/PowerPoint) and SharePoint.
Good command of spoken and written English.
Typically, six to nine years’ overall professional experience.
At least three years’ providing services in an international organization or company, ideally in a shared service environment.
Experience in change management a strong asset.
Knowledge in establishing goals, key performance indicators and SLAs.