Descripción De La Posición

BPT Function Partner Specialist

Job summary
This role will be responsible of the Function Partner team for Controllership in Argentina (within GBSN structure). The professional will support the Business Relationship Manager in execute the various service management responsibilities within the key customer groups on an ongoing basis. Main responsibilities will include:
•    Analyse & drive the production of stakeholder’s and internal management reports.
•    Identify and drive implementation of continuous improvement opportunities for GBSN and the key customer group processes.
•    PMO (end to end projects).
•    Point of contact / relationship manager for a defined set of key customer groups.
•    Team management.
•    Develop communications and presentations.
•    Create and lead community events for key stakeholders.
•    Facilitate issue resolution, ongoing analysis and provide data/ support within GBSN and the key customer groups.
•    Accountability & Trust to manage extra sensitive and highly confidential data.
•    Overview process management.
•    Handle escalations and facilitate resolution across the appropriate stakeholder group.
•    Ensure new service requests get appropriate attention within GBSN and set appropriate expectations within the stakeholder/ key customer groups.
•    Ensure governance requirements are met.
•    Collaborate effectively across the GBO and Service Delivery organization to ensure appropriate and pro-active response to customer issues/ requirements 
•    Service level management and customer satisfaction management.
•    Low level of instruction for daily work.

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Requisitos

Responsibilities description
 
Relationship Management
•    "Voice of Customer" within GBSN.
•    "Voice of GBSN" with key customer group organization.
•    Set/ manage appropriate expectations with key customer group.
•    Handle escalations and facilitate resolution across appropriate stakeholders.
•    Drive root cause analysis for ongoing issues which have a pattern to implement systemic fixes.
•    Build relationships with and between key stakeholders and GBSN.
 

Service Level Agreements
•    Maintain and update SLA for services provided to Key Customer Groups.
•    Set expectations and reduce misunderstandings. Delivery against SLA.
•    Monitor service level agreements and drive continuous improvement
 
Service Review and Reporting
•    Drive monthly service review and reporting.
•    Manage service reporting and the service variation process for the key customer groups, in conjunction with the operations reporting team.
•    Continuous Improvement - Work within key customer group and the appropriate GBSN teams to drive the continuous improvement agenda in the end to end process.

Knowledge 
•    Experience in Service/ Account Management, Project Management, Business Process Design, Continuous Improvement, Issue Resolution, and Finance/Accounting analysis. 
•    Experience with exposure to a Shared Services operations/ environment.
 
Skills/Abilities
•    Strong leadership/management skills.
•    Customer relationship management skills.
•    Strong PMO skills.
•    Planning & Organizing 
•    Workload management and request management skills.
•    Influencing and facilitation skills.
•    Familiarity with finance / shared services operations.
•    Coaching and development skills.
•    Ability to identify and resolve problems.
•    Ability to work in a team.
•    Analytical skills.
•    Initiative/follow-up.
•    Effective communicator.
•    Knowledge of team development and management methods.
•    Experience with Microsoft Office Suite (Excel, Word, PowerPoint, Access, Visio).
•    Power BI is a nice to have.
 
Education/Experience:
•    Graduate with business/ operations degree.
•    Typically has minimum of 5 years of relevant experience. 
•    Exposure to or experience with managing operations, programs and initiatives in a shared services environment.
•    Experience with service management/ relationship management. 
•    Interaction at senior management level.


Competencies: 
•    Accountability & Trust 
•    Analytical 
•    Customer Focused 
•    Planning & Organizing 
•    Problem Solving 
•    Drive for Results 
•    Interpersonal Skills

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