Job title: Performance and Service Specialist
Job type: Permanent
Emp type: Full-time
Industry: Shared Services
Skills: performance management
Salary type: Monthly
Location: West Mckinley, Taguig City
Job published: 2020-05-13
Job ID: 32863

Job Description

KEY RESPONSIBILITIES:

  • You will be the link between the GBS and the customers to maximize customer satisfaction and process efficiency.
  • You will provide insights and analysis by monitoring KPIs and other targets agreed upon by leadership and by benchmarking GBS activities against Service Level Agreements (SLAs).
  • You will provide quality reports by working closely with customers and by designing dashboards to measure GBS performance, customer satisfaction, and process effectiveness.
  • You will track customer feedback and propose call-to-action points related to customer experience improvement.
  • You will support the Delivery Excellence team to manage the service catalogue and maintain the service delivery framework by supporting new onboarding processes.

 

QUALIFICATIONS & REQUIREMENTS:

  • You are a college graduate with a bachelor's or master's degree in Economics, Business Administration, Engineering, or any related course.
  • You have experienced working in a multinational company with a role in performance management or transformation and in project management for at least 1 year. Having experience working in a GBS or Shared Service Center is an advantage.
  • You are well-versed in understanding transactional processes in accounting and finance, HR, transportation and logistics, procurement, and IT.
  • You are an excellent communicator with a strong command in English.
  • You must be an adept user of MS Office. Having experience in using Vision or similar and BPML is an asset.
  • You must be an analytical problem solver with experience working with performance measure methods and tools, score cards and volumetric, and IT systems (i.e. ERP, ticketing system, CRM, SFA).
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