Services Coordinator Specialist

Services Coordinator Specialist

Mellon Technologies, the parent company of Mellon Group of Companies, was founded in 1994 in Athens. Our offering consists of specialized technology solutions, contact centre and business process outsourcing services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers, and large Private Companies.

Mellon Technologies SA seeks to hire a Services Coordinator Specialist.

Job Summary: As a Services Coordinator Specialist, you will play a vital role in overseeing the day-to-day operations of our subsidiaries, ensuring compliance with Service Level Agreements (SLAs), maintaining optimal Profitability (P&L), and upholding stringent Quality procedures. You will collaborate closely with internal and subsidiaries teams to streamline processes, enhance service delivery, contribute to overall organizational success. Your report line will be the Customer Support Manager.

Responsibilities:

1. SLA Management:

• Monitor and enforce SLAs across subsidiaries, ensuring timely delivery of services and adherence to agreed-upon performance standards
• Work closely with subsidiary teams to identify areas for SLA improvement and implement corrective actions

2. Profitability:

• Collaborate with finance and operations teams to analyze and optimize Gross Profit margins
• Identify cost-saving opportunities and implement strategies to improve overall profitability

3. Quality Assurance:

• Develop and implement Quality procedures to ensure consistent service excellence
• Conduct regular audits and assessments to measure adherence to quality standards

4. Operational Oversight:

• Coordinate and communicate effectively with subsidiary teams to address operational challenges and ensure smooth service delivery
• Proactively identify operational bottlenecks and implement efficient processes

5. Data Analysis and Reporting:

• Generate regular reports on SLA performance, Gross Profit metrics, and Quality compliance
• Analyze data to identify trends, areas for improvement, and opportunities for increased efficiency