Service Excellence Expert
Lodz, Lódzkie, Poland
5 d. temu

Job Description

In this role, you have the opportunity to

Drive and professionalize PMO around Service Best Practice Factory & Global TTSU Program including underlying projects as part of the service best practice factory and drive operational excellence in service delivery performance, across markets and businesses.

You will make an impact on our global service and solutions strategic ambition, driving cost productivity and customer experience, with the opportunity to work with a variety of leadership across the global Health Systems organization.

You are responsible for

Project management support within new service delivery Best Practice (BP) factory : drive operational excellence and cost productivity with First Time Right (FTR) & Time To System Up (TTSU) as principal KPI’s to improve

Project support of our global Time to System Up program deployments Support market deployment managers and overall program

Professionalize & harmonize PMO within Program / projects and BP factory Standard work around charters / planning / meetings / follow up of actions / stakeholders management

Standardize & prepare weekly & monthly overviews for Weekly core team meeting / Monthly TTSU meetings per market and monthly updates towards SLT & Exco.

Support collecting global best practices (inside / outside) capture in BP catalogue (scalable, repeatable) standardize requirements into service BPO organization and standard infrastructure (SeviceMax).

Manage Best Practice Factory funnel / prepare monthly best practice sharing for O2C domain & ensure presented best practices are covered on best practice Sharepoint.

Manage funnel of analytics request between market deployment managers and EIM and drive follow up

Utilize data analytics to support improvements and leverage business transformation support (LEAN deployment)

You are a part of

The Services delivery performance team, within the O2C / Operations group of global Services and Solutions. This team is responsible for driving global services delivery performance, based on analytical capabilities, understanding of customer and market service delivery requirements, and rapid deployment of internal and external best practices.

We act in a dynamic environment of collaboration with markets, business and functions, where we apply operational excellence to lead to visible change and results for our markets, and continued value to our customers.

To succeed in this role, you should have the following skills and experience

University degree or MBA

Minimum 5 years of experience in global, multicultural environment

Experience in customer service, performance management (operational excellence)

Project management (PMP certification pre)

Collaborative skills and proven stake holder management skills

Feeling comfortable to keep stakeholders accountable

Experience working across different markets and businesses with different seniority levels

Change management experience - LEAN certified

English language skills

In return, we offer you

A challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences :

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