Continuous Improvement & Client Relationship Analyst Porto

Continuous Improvement & Client Relationship Analyst
Porto
Porto, Porto, Portugal

The Continuous Improvements & Client Relationship Analyst responsibilities include support to Service Partnership Agreement and appropriate agreements to ensure expected commitments and targets are achieved or corrective actions are pursued. The role supports the Head of Continuous improvement & Client Relationship to manage continuous improvement projects and to promote a continuous improvement culture in the organization.

Core Responsabilities:

• Supports continuous improvements to ensure that processes are streamlined and efficient and that
  - quality,
  - effective services and solutions are delivered by the Regional GBS Organization.
• Leveraging business transformation concepts such as Six Sigma and LEAN and assist in the transformation of the Global Business Services organization into a “best in class. ”
• Support the design, communication, agreement, and management of the Service Partnership Agreements with customers and enforce Service Partnership Agreements (SPA) for new or existing customers.
• Support with the Client relationship to ensure performance and growth.
• Support the service management framework, focus on keeping internal and external stakeholders satisfied based on performance measurement and reporting against agreed standards and external benchmarks, and customer feedback.
• Ensure performance reporting is delivered timely and conduct service reviews with business functions and service providers, ensuring the required targets are achieved.
• Support with the assessment of stakeholders’ feedback and improve procedures accordingly to ensure that great customer service is always provided.
• Assure that Change Management plans related to all Continuous Improvement initiatives are developed, implemented and well executed.
• Engage and collaborate with all stakeholders to the continuous improvement of the regional GBS in scope processes to ensure the Continuous Improvement strategy is understood and sufficiently supported.

Technical Competencies:

• Relevant combined work experience within business transformation and continuous improvement functions at medium or large companies with international operations.
• Knowledge of business transformation concepts as Lean/Six Sigmawith proven working experience.