Cross Border Service Specialist

6 meses atrás

Amadora, Portugal Siemens Tempo inteiro

As Partner of Choice, **Global Business Services (GBS)** provides innovative digital solutions and customer-oriented business services for companies and organizations in areas such as Finance, Human Resources, Information Technology, Supply Chain, Customer Care and many more.

In Portugal we are already more than 1000 connected people, from over 50 different nationalities, providing added-value services to more than 80 countries.

**Want to know more about GBS?** Check out here

Our Record-to-Report business line provides a variety of innovative, and reliable financial services - from financial records to financial closing and reporting. We also provide services in Tax, Master Data, Real Estate Business Administration, Controlling and much more

**Are you ready to be part of the change and help us make real what matters?**

**Your mission will be**

Cross Border Service Specialist is responsible for supporting GBS WEA R2R PT Accounting Service Line on special key accounts (such as CF R WEA Customers organization). Together with the GBS WEA R2R Management Team, will align strategic actions and effective directions with GBS Accounting operations, as well as communication strategies to foster collaboration and retain existing business, improve service performance, and develop new business opportunities with new and existing customers. In concrete this consists in the following activities:

- Identify customer needs both long term and short term, differentiate GBS Accounting products and services, and drive opportunities aligned with Customers demands;
- Maintain and build strong relationships with key decision makers of assigned key accounts. Identify key decision makers and influencers beyond account management and craft relationship map to ensure strategic and tactical alignment;
- Act as main contact for key accounts, driving and coordinating customer interfaces along several ITIL disciplines (including Financials, Contracting, Operations, Demand, etc.) cross GBS WEA Portugal functions (e.g., Accounting, Master Data, Accounts Payable, Accounts Receivable, etc.);
- Manage and coordinate the GBS WEA PT Country Account Manager Team (CAMs team), which act as regional Customer Account Managers for the Customers’ Accounting functions;
- Monitor service performance against agreed targets and coordinate corrective actions with accounting operational team, if necessary, to achieve target & quality commitments;
- Support GBS Service Proposal preparation during Customer Demand Management process for the assigned key accounts;
- As part of the performance management, support in methodology and implementation/rollout of any efficiency measuring topics like BVIs and KPIs;
- Manage Customer Service Levels, by escalating issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis;
- Support Knowledge Management process by driving and coordinating lesson learnt and training sessions as result of any continues improvement actions, event management or escalation innitiative, as part of the Service Delivery Management process;
- Ensure sufficient awareness of the impact and status of all service requests and incidents across the assigned key accounts, thus facilitating communication and collaboration;
- Act as interface for Demand Management, by driving and coordinating local demands with key accounts such as CF R WEA organization;
- Drive cross delivery coordination of Demands between GBS service delivery unit for assigned key accounts;
- Drive, coordinate, and monitor “Process Changes” that impact GBS Accounting operations for assigned key accounts (e.g., CF R WEA Organization) on: Tool / IT Changes (SAP projects, other tools), organizational changes (e.g., M&A Projects, Reorganizations and other changes), etc;
- Drive support process, mapping of topics (events) to 1st, 2nd level, regular review and analysis of incidents.

**We are looking for someone with**
- Strong Methodological Know
- How (e.g., ITIL, Continues Improvement, etc.);
- Setup and Operate a Front office / Backoffice environment including Quality Management for Backoffice;
- Good business and social networking skills;
- Problem solving and fast thinking will help to resolve daily management issues;
- Service Attitude and customer oriented;
- Strong communication skills (both orally and writing);
- Continuous learning attitude;
- Entrepreneurial mindset;
- Team Player, with strong customer focus, result & quality orientation;
- Strong work ethic - we are always acting in name of Siemens;
- Proficient in Microsoft Office (Outlook, Excel, PowerPoint);
- Proficiency in English.

**What you can expect from us**

A hybrid and flexible working model to promote a better work-life balance, along with a budget for home office support and the opportunity to do 16 hours a year of volunteer work. A health insurance, access to our on-site medical center, plus the

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