Duties and Responsibilities
- Monitor work execution in accordance with the service management framework by providing timely and accurate customer service
- Develop service performance monitoring reporting (from data to insight) for internal and stakeholders reporting
- Continually working with SM Manager to simplify the service & performance reporting mechanism and improve the report content to stay relevant according to priority
- Monitor team KPIs, identify repetitive issues or risks and propose improvement opportunities
- Support service and operations optimization by sharing tools and good practices
- Support continuous improvement initiatives in process efficiency and effectiveness
- Escalate any potential issues/ risks which require senior stakeholders management
- Support training to SSC teams related to service management methodology and data analysis, lead initiative when applicable
- Being the advocates of change within SSC for growth mindset and lean thinking through inspiring, guiding or supporting SSC team members, bring them on the journey of high performing culture
- Support other Service Management related projects when applicable.
Experience:
Candidates should have 35 years of overall professional experience, with a minimum of 2 years in a shared services environment. Exposure to P2P, O2C, or R2R processes is a plus but not mandatory.
Skills Requirements
- Advanced knowledge and use of ERP (SAP is a plus) office productivity tools (MS Office etc.)
- Minimum 23 years of hands-on experience with Power BI, Power Apps, and Power Automate, including building dashboards, developing low-code apps, and automating workflows across business functions.
- Quantitative and analytical skills
- Good verbal and written communication skills in English (e.g. presentation, listening, report writing)
- Excellent interpersonal skills (e.g. tact/diplomacy, persuasion, cooperation, ability to motivate others)
- Ability to motivate and cultivate strong teamwork
- Ability to assess and promptly resolve problems
- Ability to perform data analysis through any of the analytical tools will be an added advantage
