Process Expert, GBS Operations

Operational

• Monitor and ensure all customers’ and vendors' requirements are documented, verified, and recorded in the Logistics Procedure and Account Matrix profile according to customers and vendors requirements.

• Ensure vendor’s documents to customers are delivered in a timely, accurate and complete manner.

• Execute and adhere to customers’ service requirements based on instructions.

• Problem Resolution – ensure issues are tackled immediately and escalate to

Customer Service Supervisors when there are potential costs impact.

• Continuously intensify relationship to maintain and protect customers.

• Continuously identify service gaps, make recommendations, and implement solutions to enhance greater customer satisfactions.

• Ensure customers reports are provided timely and accurately.

• Monitor and manage bookings.

• Follow up for Services related matters with concerned parties.

• Ensure Daily Productivity targets are met at the required quality level.

Operational (Con't)

• Produce relevant and accurate documents in a timely manner, according to the customer profile and location profile.

• Minimize pending queue and incomplete documents at any point of time.

• Meet and exceed customers agreed performance metrics in the least cost manners.

• Evaluate, investigate and trouble shoot service issues to improve service delivery standards and minimize cost impacts.

General Education

Bachelor's Degree or Equivalent

General Experience

Associate - Minimum 1 year of working experience in related field.
Specialist - Minimum 3 years of experience in related field. Customer oriented
and possess good command of English Language - both written and oral.
Senior Specialist - Minimum 5 years of experience in related field. Strong
command of English Language.