Job Description
• Manages the continuous quality and efficiency of the required service to customers
• Responsible for evaluating, developing and recommending process improvements to increase efficiency and to enhance internal and external customer service and customer satisfaction
• Creates measurements to tracks and reports service performance levels against SLA target and reacts on findings
• Conducts monthly service improvement reviews and takes actions based on findings
• Communicates weekly status reports to the units.
• Actively searches from KONE units the guidelines/rules/regulations that shall be followed in SSC
• Ensures successful transition by assisting and supporting the transition process from KONE Units
• Makes sure that all documentation in order to execute the process is up to date (URD, process map, procedure documentation)
• Ensures original documents are stored and/or archived in line with the country specific legal requirements
• Participates actively in the applicable process network to share expertise and improve and harmonize KONE Way processes
• Manages and coaches personnel
• Manages all HR processes as instructed by the HR Manager
• Coordinates and defines service priorities with Team Leaders
• Sets and monitors priorities in workflow by team (Documents in Process)
• Supervises attendance and overtime requests
• Identifies skill and task related training issues of the Team Leaders
• Builds and manages an efficient and effective team culture and structure
• Responsible for optimizing team size
• Responsible for implementing KONE processes with the team leaders to ensure SSC is aligned with KONE processes (HR, strategy cascading and KONE WAY)
• Performs other tasks allocated by the Vice President of SSC
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on https://careers.kone.com/en/