Work Process Specialist HR
The WPS exists to support day-to-day operations of the teams in the BPSC to assure operational stability and client satisfaction. The role reports to the tower OPL and works together with other support resources in the center to assure cross tower leveraging, equity and communication.
-Provide training and work process effectiveness support to the employees to ensure standardization of work processes, allowing for superior customer service and increased productivity for Dow.
-Serve as focal point for any questions from the team as well as complex scenarios.
-Provide feedback to the Team Leaders concerning both individual and team performance to identify training opportunities.
-Provide level 1 support with proper use of escalation process.
-Serve as the focal point for the escalation network and share knowledge of best practice/MET (Most Effective Technology) across the team.
-Partner with the escalation network on work process support.
-Use specific operational and work process support metrics to identify areas for improvement and provide suggestions for corrective action.
-Determine root cause of issues and follow through to help identify and implement corrective action. Work together with Level 2 Subject Matter Experts on severe issues and more extended RCI's.
-Identify leverage and synergy opportunities between towers and take appropriate actions upon them.
-Trouble shooting: solve all kind of operational issues.
-Facilitate trainings: SAP, business objects, role specific.
-Facilitate classroom trainings as well as individual training in field of expertise, in partnership with the functional training organization.
-Maintain contact with customer for escalation.
-Work together with quality coordinator for operational metrics.
-Offer assistance in transitions.
-Take care of proper documentation desk manuals.
-Assist in audits.
At least 2 years of experience with work processes
-Fluency in English (written & oral)
-Advanced knowledge of Microsoft Office Desktop applications
-Experience with SAP R2/3, MSMS
-Strong analytical skills
-Works independently, is self-motivated and accountable
-Ability to work towards tight deadlines
-Customer service mindset
-Excellent planning & organization skills
-Share ownership of successful improvement methods and teach others for the benefit of the organization.
-Effectively communicate and respond to different parties involved in the process
Uiteraard staat deze vacature open voor zowel mannen als vrouwen.