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Service Performance Analyst

Eindhoven, Noord-Brabant
Job Type
7 Sep 2022
Job Description

  • Continuous monitoring of FSSC performance and service quality (tracking of performance through KPIs), deep dive analysis if missed Targets
  • Analyze and Distribute KPI reports in required frequency and granularity (e.g. overall, functional and customer-specific)
  • Conduct Process Performance reviews with SSC Managers and BPOs
  • Support Service Performance Manager and SSC Heads in Customer Service Level Review Meetings
  • Responsible for maintenance of contracts and annexes e.g. service level agreements between SSC and Customers
  • Update approved adjustments in service contracts and its annexes (e.g. Service Level Agreements (SLAs)
  • Act as first point of contact for internal and external customers via dedicated communication channels
  • Ensure queued incidents, requests and FSSC service quality are actively and continuously monitored
  • Implementation of approved adjustments in FSSC pricing and charging model
  • Budget and Forecast (in cooperation with Finance Manager NL)
  • Monitoring and updating of operational costs incl. business case
  • Monthly FSSC report
  • Assisting Director Global Financial Shared Services
  • Prepare and follow up on action items agreed in SSC Management Meetings

The Successful Applicant

  • Education: Bachelor or Master in Finance
  • 3-5 years of working experience in Service Management and Controlling
  • Excellent understanding of SSC products and Services
  • Deep understanding of Business Service concepts, preferably with working experience in the SSC area
  • Strong analytical skills, interdisciplinary and customer oriented thinking and acting
  • Good knowledge of the core SSC Accounting processes (AP/AR/GL)
  • Good knowledge of Microsoft Package (Excel, Word and PP)
  • Good understanding of Financial IT and Treasury tools
  • Process Optimization/ Improvement skills are an advantage
  • Strong reporting & communication skills
  • Senior Leadership stakeholder communication
  • Strong organizational skills, ability to meet tight deadlines
  • Willing to work in a challenging multicultural environment
  • Result driven , analytical
  • Willing to travel (20% )
  • Fluent in written and spoken English. Another European Language is a plus.

About Our Client

For an international company in Eindhoven we are looking for a fluent English Service Performance Analyst. This company is the world's leading travel retailer, their Financial Shared Services Center is located in Eindhoven, The Netherlands. The Financial Shared Services Center is the heart of the financial data which is collected from all around the world.This company is growing and it has a lot of potential and opportunities. In this company you will work in a big team with other young professionals with international backgrounds. Everyone is specialized in their own (native) language. This company has an informal work culture with a lot of diversity and social connections.

What's on Offer

  • Permanent position
  • Working within an international organization
  • Good team spirit with a lot of social contacts
  • Salary €3200 - €3900 based on experience and education

Please do not apply for this position if you do not have a work permit or EU-passport

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  • Job Reference: 706092318-2
  • Date Posted: 7 September 2022
  • Recruiter: Page Personnel
    Page Personnel
  • Location: Eindhoven, Noord-Brabant
  • Salary: On Application
  • Sector: Banking & Financial Services
  • Job Type: Permanent