Delivery Excellence Senior Specialist (M/F)

Porto | Portugal | Accounting & Finance

Purpose & Overall Relevance for the Organisation:

The Delivery Excellence Senior Specialist will support the Delivery Excellence and Reporting Director on SLA, KPI, NPS execution and report generation for the Center and consolidate for GBS overall.  He or she will deliver and execute ad hoc on request reports and analysis to support operations.

The role holder will coordinate customer escalation in the Center from issue receipt to closure.  He or she will document and execute the net promotor score (NPS) process.

Key Responsibilities:

  • Support the Delivery Excellence and Reporting Director on SLA, KPI, NPS execution and report generation for the Center and consolidate for GBS overall
  • Support the monitoring performance of all GBS Centers globally
  • Support the Continuous Improvement experts in development of process enhancements by adopting the operation excellence methodologies

Knowledge, Skills and Abilities:

  • Understanding of E2E-processes in Global Business Services
  • Very good communication and skills
  • Project management skills and experience
  • Ability to work and deliver in changing environments, under limited guidance while adhering to specified deadlines
  • Complete familiarity with Microsoft Office or equivalent tools
  • Excellent English language proficiency

Requisite Education and Experience / Minimum Qualifications:

  • University degree or equivalent experience
  • Minimum of 4 years of relevant experience in the area of customer excellence management
  • Experience in outsourcing/insourcing industry recharge models, SLAs, KPIs and NPS processes is a plus
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adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

At adidas, every day is a chance to flip the script. An invitation to take everything we know and re-invent it. Do it better. Never settling for good enough. Every day we get up, invent, adapt, improvise, find new ways to collaborate, and do the unexpected. We’re creators, makers and doers. Helping athletes make a difference, not just in their games, but in their lives and in their world. It’s an obsession.

We’ve been doing this for more than 65 years. With an unmatched history and tradition of creating iconic products, consumer connections and experiences, we’ve been defining sport culture since the beginning. And we’re never done. Come be a part of shaping the future together with us.

The Facts

Jobtitle Delivery Excellence Senior Specialist (M/F)
Team Accounting & Finance
Brand adidas
City Porto
Location Portugal
Number 198036
Position Type Full time
Date Jul-23, 2019
Relocation no

Sounds great for you? We would love to have you here.

Apply here

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Through sport we have the power to change lives

At adidas Porto, we live and breathe sports. Many employees start or end their days by working up a sweat at our in-house gym. The office is filled with a dynamic, vibrant atmosphere – and nearby green spaces mean there’s always time for a lunchtime walk, run or picnic. Just like in sports, our work is all about pushing our own limits to reach new heights, together. We seek inspiration from our favourite athletes to overcome daily challenges. And our formula for winning teams is simple: we thrive on openness, honesty and trust.

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