SSC Service Management Specialist

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 3–5 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