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Customer Relationship Lead (M/F)


20.04.2021 | Lisboa | Referência: 2017715


Customer Relationship Lead (M/F)


Your new Company

Our client is a Shared Services Center located in Lisbon. Right now, they are recruiting a Customer Relationship Lead to be a part of the GBS team!

Your new role

GBS Customer Relationship Lead / Senior Expert goal is to support the Global Business Services to manage interactions with stakeholders by implementing a framework for communication, information sharing and process improvement:

• Monitor and track service levels (via KPIs, controls, surveys and other indicators) to identify trends, problem areas, risks, SLA alerts, incidents and improvements;

• Create service level reports (incl. KPIs, controls, monitorization of issues, escalations resolutions, proposals for corrective actions); • Report service level performance information;

• Work closely with GPO team, operational teams and stakeholders to develop and implement new work methods and procedures -recommend procedural changes and ensures appropriate implementation of decisions made by senior management;

• Plan and develop communication strategy; develop procedures and guidelines for the use of GBS teams and internal stakeholders in order to ensure clarity, accuracy, consistency and accountability and to sustain and increase awareness of GBS core activities;

• Liaises with GBS management team, operational team and internal stakeholders.

What you need to succeed

• Completed professional education with degree in Business Administration and/or Management, Human Resources, Finance or other related field;

• Professional Experience in relevant areas 3-5 years (Shared Services Center industry is a plus);

• Proven track record of Project Management;

• Very good knowledge in SAP and of Microsoft Office;

• Experience in KPI reporting and Service Desk tools;

• Strong analytical and critical thinking skills with a strategic mindset;

• Strong relationship building skills and capability to build a support network;

• Strong interpersonal skills with the ability to influence others and to collaborate in a matrixed organization cross functionally to drive outcomes;

• Strong communicator including written and presentation skills;

• Strong negotiation and leading skills;

• Excellent English language skills, additional European language skills beneficial.

What the Company can offer you

• Competitive compensation package;

• Excellent Work Environment (They are recognized as one of the Best Workplaces in Portugal);

•Flexible Work Schedule;

•Comprehensive learning plan;

•Career & Personal Development.

Next step

If you are interested in this opportunity, click on the following link to send us your updated CV, or send it directly to: