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Optimize the Delivery of Services

• Manages the end-to-end delivery of (transactional) services
• Ensures that service level agreements (SLAs) and key performance indicators (KPIs) are met, while continuously striving for service excellence
• Monitors service quality, analyzes performance metrics, and approves process improvements to enhance efficiency and effectiveness
• Evaluates existing workflows, eliminates redundancies, and assists in implementation of best practices to improve productivity and reduce costs
• Drives continuous improvement initiatives within transactional services and services as a SME to the continuous improvement team
• Ensures compliance with internal policies as well as relevant laws and regulations
• Collaborates with internal audit, legal, and compliance teams to address any compliance or risk-related issues
• Conduct quality checks on deliverables to ensure accuracy and compliance with relevant standards
• Participates in quality assurance initiatives to continuously improve service quality

Lead, Manage, and Develop Team & Manage Stakeholders

• Manages a team of (transactional) service professionals, including managers, supervisors, and subject matter experts
• Ensures adequate staffing, manage performance, and provide training to enhance skills and capabilities
• Provides leadership, guidance, and support to the team, fostering a positive work culture and promoting employee engagement and development
• Collaborates with business leaders, functional heads, and EBS customers to understand transactional service requirements
• Actively engages stakeholders, address their concerns, and proactively communicate service updates and improvement
• Collaborate with cross-functional teams within the EBS organization and other business units
• Communicates effectively with internal stakeholders to understand their needs and expectations
• Provides timely updates on service delivery status and address inquiries or concerns

Your Experience and Qualifications

• Master’s degree in Business, Finance, Engineering (or related field), an MBA or related advanced degree is preferred.
• Significant experience within a international and global business services organization (9-14years of experience)
• Strong understanding of business processes, service level management & new capabilities.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Competencies:

• Stakeholder Management
• Communication Skills
• Problem-Solving Skills
• Project Management
• Functional expertise
• Analytical thinking
• Automation Implementation
• Leading and Managing People:
• Effectiveness of Day-to-Day Operations
• Financial Stewardship and Demonstrating Value Creation
• Continuous Improvement