Position Summary
Responsible for the analysis, troubleshooting KPI and productivity, contact with customer, participate in transitions/migrations, lead Work Instruction updates, lead CIP projects, run complex KPIs and productivity reports in the Business Service Center for Americas.
General Job Responsibilities
Be a backup of supervisor if needed.
Support:
Meetings
Workshops
Migrations
Solve urgent and complex cases including 5 Whys reviews.
Second escalation point of contact
Assist on the “Meet and Coach” Program.
Guide juniors to become experts
Guide experts to become seniors
Set 2:1 (include Supervisor)
Analyze deviations and prepare Key Performance Indicators (KPIs)
Keep dashboard up-to-date
Justify low / high volume
Justify expire versus on time requests
Quality assurance: responsible of the team
Productivity reports
Cross check reports
Train new hires by shadowing on the different processes and prepare the evaluation of the new hire performance
Key user of migrations including testing
Maintain up-to-date work instruction (WI) within the team by making the necessary changes to it according to the business needs.
Lead and/or propose continuous improvement ideas
Responsible for root cause analysis and deviations for the vendor/customer master data process
Assist in tactical meetings
Perform other functions related to the position
Qualifications
Advanced student in accounting or a related field (Accounting, Business Administration, Economics, Industrial Engineering)
Strong computer skills including MS Office (Excel)
Experience with Power BI is a must
5+ years of experience with ERP systems (SAP preferred)
5+ years in an accounts receivable role, accounting experience, account payable or finance.
Experience in Power BI is a must
Experience in business service center, preferred
Customer service oriented
Leadership
Teamwork
Problem solving
English level B2+
INFORMACIÓN ADICIONAL
https://www.facebook.com/BoschCostaRica
https://www.instagram.com/boschcostarica
RESUMEN DE LA EMPRESA
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.
More information at www.boschservicesolutions.com