Job Description

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Holds an important role in overseeing and optimizing service delivery processes within the organization. Responsible for delivering services as per assigned scope, managing Client relationships and ensuring adherence to quality standards. Fosters a culture of continuous improvement, employing process and technological proficiency and effective communication to drive service excellence.Participates in transformation projects, ensuring alignment with service delivery objectives, and facilitating proper integration of processes and technologies.

- Grade Specific

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Role Overview:aAEURAProvides services according to the Service Delivery scope to meet specific KPIsaAEURADemonstrates and promotes organizational vision and valuesaAEURAActs as a stakeholder partner and enableraAEURAMaintains a cross-functional cooperation with StakeholdersaAEURAEnsures service delivery activities comply with procedures, policies, laws and regulationsaAEURAActively participates in cross-regional exchange of knowledge, best practices and enhancementsaAEURADemonstrates P2P process knowledgeaAEURAProvides support and mentorship to junior service delivery professionalsaAEURAExecutes improvement initiatives to achieve overall Team efficiencyGeneral Responsibilities / Accountabilities:aAEURAEnsures the daily activities are fulfilled properly and timely in accordance with procedures and KPI targetsaAEURADemonstrates knowledge of processes and procedures relevant to the function aAEURAFollows strategic and operational objectives aligned with organizational goalsaAEURAMay monitor the service delivery process to ensure successful operations and optimal outcomesaAEURAHandles complex inquiries/escalations demonstrating professionalism, competence, and client-centricityaAEURAContributes to development and implementation of operational proceduresaAEURADevelops and maintains relationships with Stakeholders/ClientsaAEURAContributes to budget reviewsaAEURAMaintains cross-regional cooperation to keep operations alignedaAEURAProvides guidance and proactively shares knowledge on P2P and Service Delivery procedures with junior professionals, promoting a collaborative working culture aAEURACooperates with cross-functional teams to improve tools and systems in useaAEURASupports and executes transformation projectsaAEURAEnforces all procurement policies, relevant procedures and compliance processesaAEURAContinually strives to simplify, standardize and improve servide delivry processes aAEURAContinually seeks out ways to improve Stakeholders/ Client satisfaction aAEURAActively involved in transformation projects activites

Skills (competencies)

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