Service Excellence Lead

Service Excellence Lead

Primary purpose of the job: Support daily BAU delivery management, service results measurement/evaluation and decisions to improve service quality. Design a fully automated, flexible BI model with the potentially widest horizontal and deepest vertical reporting options.

Other professional qualifications required for filling the position:

• BSC/MSC degree required
• 5 years relevant experience in international environment
• 3 years data processing or real estate experience in international environment
• 1 year reporting or data visualization experience in international environment
• 1 year people management experience preferably in shared services environment
• Alteryx knowledge is an advantage
• Power BI experience is an advantage
• Process transitioning experience is an advantage

Foreign language skills required for filling the position:

• English language advanced
• Knowledge of any other European language is an advantage

Required skills for filling the position:

• Experience in complex stakeholder management
• Processes modelling experience
• Able to recruit team, role and subgrade best fit team members
• Excellent IT literacy
• Client technology platform SME
• Advanced MS Office skills
• Excellent written and verbal communication skills
• Excellent problem-solving skills
• Excellent analytical skills
• Able to work independently and in a team
• Incredibly strong work ethic
• Flexibility during times of change
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Proactive, enthusiastic and willing to learn
• Independent mindset and willing to make responsible decisions
• Incredibly high emotional intelligence
• Focused on continuous improvement and exceeding set targets

Responsibilities of the jobholder:

• Comply with all Client and Cushman & Wakefield internal processes and service quality controls
• Delivering the contracted service level
• Regular tasks:
• Business Efficiency
• Design and control Business Efficiency models: Service Efficiency & Governance Books, Team Resource Maps, Productivity Indicators
• Support technology improvement projects relating to service efficiency improvement
• Control the extension of Business Efficiency models to new clients
• Business Intelligence
• Drive interpreting and improving lease data quality
• Lead stakeholder groups to formulate service excellence improvement initiatives, deliver and measure results
• Own PA services BI raw and source data quality, share knowledge
• Drive PA services BI raw and source data structure improvement and automation
• Drive to design a proactive business performance reporting structure
• Deliver recurring business performance reports: weekly snapshots, monthly reviews, CIP reports
• Drive BI development projects for producing automated BI reports in flexible and interactive environment
• Control the extension of Business Intelligence models to new clients
• Design and control Talent Intelligence models
• Leadership
• Coordinate Business Efficiency SME
• Coordinate Team Coordinator SME
• Ensure their direct reports' daily workload is properly distributed, prioritized and followed up
• Maintaining and developing their direct reports' competence, motivation and engagement level