Service Excellence Manager

An exciting Service Excellence Manager job has just become available at a large FMCG firm based in Kuala Lumpur. Reporting to the Regional Service Excellence Lead, you will be a part of a dynamic team

About the Service Excellence Manager Role:
In this position, you will analyse and improve the outcomes of finance operational processes to increase efficiency, drive value creation and increase business satisfaction.

Key Responsibilities:

• Being an advocate of Continuous Improvement (CI) Inculcate, influence the right mindset and culture within the GBS Finance Community
• Coordinate interdependencies between respective the Service Lines team to promote synergy and avoid redundancy. Drive the actuals and rolling forecast related processes in the Zone planning, prepare the templates, coordinate the process with the global and local Finance teams, consolidate, challenge and explain the figures (gaps analysis, bridge, etc.)
• Ensure the animation of BS Finance related KPIs within the Zone consolidating the KPIs, challenging and building upon the evolutions, conduct or facilitate root cause analysis to improve BS Finance performance and metrics
• Facilitate training/workshops on LEAN Six Sigma methodologies to drive cultural change within GBS population. Drive the Continuous Improvement project roll-out within the region and create the related process documentation
• Be responsible for the transformation, PMO and change management activities in the business service organisation among ISEA zone

To succeed in the Service Excellence Manager role, you will need to have the ability to work independently with minimal supervision.

Key Requirements:

• Bachelor's degree majoring in Mathematics, Computer Science, Finance, Business, Engineering or IT
• At least five years' project management experience in large enterprise/multinational companies
• System oriented (SAP, THEMIS, Excel, Power BI, etc.)
• Ability to utilise LEAN Six Sigma methodologies or equivalent framework is of a great advantage
• Strong communication and stakeholder's management and the ability to influence and drive changes among operational and business stakeholders
• Ability to lead the monitoring of CI Projects Interdependency within ISEA
• Proven track record in external/in-house consulting environment in driving continuous improvements projects (or equivalent, e.g. major transformation projects)
• Ability to drive end-to-end projects and to proactively propose solutions
• Knowledge of project management, with resource allocation

This FMCG MNC needs no introduction and is one of leaders in their field of expertise and they have a strong presence in the market. The firm is also very focused on developing and training their people to the highest standards.

If you are driven, determined and want to take the next step in your career, this is the role for you. Great career progression opportunities await the right person in this exciting Service Excellence Manager role.

Apply today or email me at melissa.ang@robertwalters.com.my to discuss the opportunity.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C