Continuous Improvement & Client Relationship Lead Porto

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

Continuous Improvements & Client Relationship Lead responsibilities include: management of Service Partnership Agreement and appropriate agreements to ensure expected commitments and targets are achieved or corrective actions are pursued. The role serves as an innovative partner focused on supporting the future of the GBS Organization, as part of a
- class controllership organization. Responsible not only to drive continuous improvement projects but to promote a continuous improvement culture in the organization.

Core Responsabilities:

• Leads 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. ”
• Contribute to the design, communication, agreement, and management of the Service Partnership Agreements with customers and enforce Service Partnership Agreements (SPA) for new or existing customers.
• Lead/Build/Maintain
  Client relationship to ensure performance and growth.
• Oversees 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.
• Maximize process capability through reviewing and carrying out detailed
  -
  - end process analysis both on “as is” and “to be” processes and lead the transition from the former to the latter.
• Ensure performance reporting is delivered timely and conduct service reviews with business functions and service providers, ensuring the required targets are achieved.
• Assess 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.
• Ensure that relevant systems and technology tools deliver maximum value to the business, as defined by customer needs.

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
  Sigma with proven working experience.
• Experience in transition of processes to SSC/COE/BPO and leading business transformation initiatives.