Strefa Klienta
For our client, who builds a new Global Business Services based in Warsaw, we are looking for PTP Senior Lead.
PTP Senior Lead
PTP Senior Lead
Work place: Warszawa
Ref. no 192591/7305
Responsibilities:
- manage Service Excellence team, ensuring there is sufficient cover for essential tasks at all times,
- responsible for the implementation of the Service Excellence Team within the wider GBS organization,
- a key player in the Accounts Payable team, support her / his peers through pro-active promotion of the Service Excellence team,
- thorough understanding of Accounts Payable (AP), Travel & Expense (T&E), Procurement and Master Data Maintenance support processes,
- demand management of all inbound customer queries, be the point of escalation for any requests that warrant an escalation,
- coach, motivate, train and manage the Service Excellence Specialists through objective setting, encouraging and supporting personal development, providing regular feedback on associate performance,
- analyze system extracted data to audit and identify unusual trends that can be considered as continuous improvement initiatives in process or toolset,
- GBS ownership of the ServiceNow functions, work closely with the IT Platform Owner and participate in the joint governance sessions to represent GBS’ enhancements, system upgrades, automation initiatives, etc.,
- ensure staff take ownership of user problems and be proactive when dealing with user issues,
- own the GBS Customer Excellence Standards that elevate user experience and customer satisfaction feedback,
- reporting and root cause analysis to define improvement suggestions,
- liaison between GBS and IT to ensure ServiceNow platform is optimally used within GBS, from a Colleague Experience and Technical point of view,
- support GBS’ growth strategy by appreciating how Service Excellence can be introduced to business processes target to be transitioned to GBS.
Requirements:
- minimum 3 years of managerial experience with at least 1 year in a Service Desk function, preferably in GBS set up supported by a good understanding of accounts payable, accounts receivable, master data and customer service,
- Master Degree in Finance or Accounting, Economics,
- fluent in English, verbally and written,
- ability to provide leadership in customer service and customer communications on behalf of GBS demonstrated stakeholder engagement skills,
- excellent communication, negotiation and organization skills,
- strong leadership and interpersonal skills,
- willingness and ability to learn quickly and develop a strong business understanding and focus,
- strong analytical skills with attention to detail,
- ability to prioritize and manage time wisely in a fast-paced environment.
The offer:
- professional development in a dynamic business,
- attractive social benefits package (medical care, life insurance, MultiSport card, bonuses),
- possibility of independence in creating new ideas and solutions for the employer,
- participation in interesting and international projects,
- opportunity to take part in the transition.
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