Specialist, GBS Service Quality

Job Purpose

This position ensures efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role will work closely with APLL functional teams and will focus on implementation of new processes as well as analyzing current processes to identify and implement efficiency and service delivery opportunities including global profile administration and user access control in close cooperation with frontline offices and regional management.

The job holder will ensure:

• Improved processes are described, documented, implemented and adhered to correctly and with appropriate KPI's and associated SLA's, for new and existing business, and for corporate policies and processes.
• Business processes are subject to regular review and improvement.
• Business systems developments (new systems and enhancements to existing systems) take into account the needs of customers and...