The Finance GBS – Customer Service Delivery & Engagement Manager role leads and supervise the timely, accurate and effective delivery of the Customer Service activities for Castrol Automotive and Industrial Customer across Central and South America.

• Functional Accountability: Lead and supervise operational activities of the Customer Service organization to ensure timely delivery of Customer services in accordance with the Service Level Agreements, relevant processes, performance and policies.
• Service Management and Continuous Improvement : implement the best practises & continuous improvement, leverage technology, global process standardization.
• Leadership and Supervisory: facilitate communication, teamwork, foster innovation, review end to end strategy and transformational projects.
• Resource management – Manage people, budget delivery, ongoing training and development.
• Integrator – Build relationships and trust with key stakeholders to foster collaborations and support.

Job Requirements And Essential Skills

• Bachelor’s degree in finance or business-related fields
• 8 to 10 years of general experience, with strong knowledge in operational Customer management
• Previous experience leading a team as a supervisor, team lead or manager
• Strong functional expertise in Order to Cash process
• Demonstrated experience in driving transformational initiatives
• Project management experience
• English proficiency, Portuguese would be a plus
• Previous experience in Shared Service environment would be valuable

Additional Criteria

• Strong financial, problem solving, attention to detail and analytical skills
• Able to work well under sustained pressure with conflicting demands, optimizing resources and responding to fast changing circumstances.
• Strong influencing and communication ability to build consensus and engagement with key stakeholders at all levels and across organizational boundaries
• Ability to multi-task independently in a dynamic and changing business environment, within a global structure, diverse team and ensuring effective processes and procedures
• Self-starter and great teammate with a relentless drive and determination to see complex opportunities and issues through to the simplest solution
• Coach team members to address process gaps, identify inefficiencies and help to embed a continuous improvement culture in the organization
• Identify training opportunities focused on building long term capability in the teams. Help team members think of possible career options and support them in developing associated career development plans
• Ability to develop and keep positive relationships and networks with customers & internal/colleagues/clients with a customer focused perspective and desire to exceed customer expectations.