Specialist, GBS Service Quality

8 hours ago

Pasig, National Capital Region, Philippines APLL External Career Site Full time ₱900,000 - ₱1,200,000 per year

Job Purpose

This position ensures efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role will work closely with APLL functional teams and will focus on implementation of new processes as well as analyzing current processes to identify and implement efficiency and service delivery opportunities including global profile administration and user access control in close cooperation with frontline offices and regional management.

The job holder will ensure:

  • Improved processes are described, documented, implemented and adhered to correctly and with appropriate KPI's and associated SLA's, for new and existing business, and for corporate policies and processes.
  • Business processes are subject to regular review and improvement.
  • Business systems developments (new systems and enhancements to existing systems) take into account the needs of customers and the user community in their country, that requirements are properly documented, systems are properly tested, and deployments are efficiently managed (including training and associated process changes) within GBS sites
  • Support customer implementation projects, in order to provide a successful implementation.
  • Lead or support other internal projects typically to reduce our cost to serve and/or enhance our customer service levels.

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