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 the user community in their country, that requirements are properly documented, systems are properly tested, and deployments are efficiently managed (including training and associated process changes) within GBS sites
• Support customer implementation projects, in order to provide a successful implementation.
• Lead or support other internal projects typically to reduce our cost to serve and/or enhance our customer service levels.

Roles & Responsibilities

Service Quality

• Support process design of standard processes in cooperation with GBS Operations and SQ function.
• Monitor processes and KPI, suggest, test and implement improvements.
• Ensure deployment of defined processes (coordination with internal and potentially 3rd parties).
• Ensure proper documentation of all processes. 
• Act as a change management facilitator for implementations of new processes and applications.
• Support customer implementation projects.
• Coordination of project related tasks
• Creation, publication and updating of project plans including collection and delivery of regular implementation status
• Maintain & monitor list and status of ongoing project initiatives or tech enhancements with APLL organization
• Support User Acceptance Tests (UAT) including providing input / initiating APLL system enhancements
• Create and/or update user profiles in ACSr, GFF, LSS, SAP, or other relevant systems used within GBS site
• Monitor Acct Upd and Service Quality mailboxes and communicate relevant and appropriate updates to rest of GBS members

Process Improvement and Innovation

• Assist in developing training or reference materials to improve user learning and experience in for GBS processes
• Propose topics to Global SQ community in support of above
• Support customer implementation projects, in order to provide a successful implementation.
• Collaborate with FSSC leads and other global stakeholders to identify process
• improvements/standardization that optimize efficiency and improve quality
• Lead or support other internal projects typically to reduce our cost to serve and/or enhance our customer service levels
• Work on raw data from multiple data sources and provide meaningful analytics to detect anomalies/outliners.
• Collaborate with Process Owners to produce financial analytics and reporting using financial systems to reduce revenue and cost leakage.
• Perform root cause analysis and identify core issues/process gaps using data; includes recommending improvements that guide the organisation to improve profitability and internal controls.
• Support annual Control Self-Assessment (CSA) exercise for FSSC.
• Support process design of standard processes in cooperation with GBS 
• Ensure deployment of defined processes (coordination with internal and potentially 3rd parties).
• Ensure proper documentation of all processes. 
• Act as a change management facilitator for implementations of new processes and applications.
• Support customer implementation projects.
• Coordination of project related tasks
• Creation, publication and updating of project plans including collection and delivery of regular implementation status
• Maintain & monitor list and status of ongoing project initiatives or tech enhancements with APLL organization
• Organise and support training for new and existing users.

Qualifications & Requirements:

• Bachelor’s degree in Finance, Accounting, Business Administration, Logistics, English, Business Management, or a related field
• 3–5 years of experience in an international logistics environment, with exposure to process improvement or related fields relevant to APL Logistics
• Minimum Yellow Belt training or certification in Lean Six Sigma is preferred
• Strong understanding of APL Logistics’ operational activities, customer solutions, and related IT applications
• Proficient in MS Office applications
• Excellent communication skills in English and the local language, both written and verbal
• Strong organizational and planning skills, with the ability to prioritize and meet deadlines
• Analytical, methodical, and logical approach to problem-solving with a global, solution-focused mindset
• Ability to quickly understand and apply new or existing systems and functionalities to enhance customer service
• Strong interpersonal skills and ability to work effectively in a multicultural environment
• High attention to detail and accuracy
• Experience in project and change management
• Skilled in processing documentation and creative thinking
• Passionate about service excellence and continuous improvement

Key Result Areas 

• Service Quality
  • Ensure proper KPI monitoring and reporting of all processes so the required level of service delivery of all GBS processes are met.
  • Ensure current GBS processes are reviewed and improved and all proposals are documented.
  • Ensure that processes (Standard, Customer-specific and Global POMs) are known and adhered to across the APLL organisation. Audit and quality control of revised process.
  • Coding and maintaining profiles in LSS, ACSr, and other APLL systems according to user requirements 
• Business Systems Support
  • Identify opportunities to improve and enhance customer service and business efficiency through application enhancement, based on ongoing interaction with and input from the user community.
  • Provide input to new enterprise-wide system development and deployment to ensure their countries requirements are properly addressed. 
  • Provide first line response when users have systems queries/issues, including provision of systems and/or associated process training/retraining as required.
• Process Improvement and Innovation
  • Lead at least one project per year, or participate in at least 3 projects or department-wide initiatives per year
  • Assist the PII Manager with global projects/initiatives including but not limited to the Global Innovations Program
  • Undertake root cause analysis and corrective action deployment for specific complex issues that require detailed analysis to address.
  • Ensure current processes of GBS are reviewed and improved and all proposals are documented.
  • Ensure that processes (Standard, Customer-specific and Global POMs) are known and adhered to across the APLL organisation. Audit and quality control of revised process.
  • Identify opportunities to improve and enhance customer service and business efficiency through application enhancement, based on ongoing interaction with and input from the user community.
  • Provide input to new enterprise-wide system development and deployment to ensure their countries requirements are properly addressed. 
  • Supporting or leading other projects as directed.