Schindler is on a journey to improve its processes, drive increased business value and optimize service delivery. The organization is moving to a Business Service Center (BSC), while expanding standardization and continuous improvement capabilities.  

The Schindler BSC organization will play a major role in the pivot to process automation and leading practices. The evolution in the BSC aims to serve as a platform for future growth in the business and a model for innovation and unlocking customer potential. The team being assembled will be key in driving process standardization and optimization by centrally managing end-to-end processes, while meeting service delivery.

PRIMARY FUNCTION / POSITION OVERVIEW:

We are looking for people to join us on a journey to transform Schindler‘s support operations in the US and Canada. Your role is to help lead that transformation. Help us transform business support activities within Schindler, allowing our organization to unlock customer potential and increase growth within our markets.

Your role is to help develop and lead the culture of the BSC, its people, services, and processes. You will focus on service delivery monitoring / escalation, supporting service quality and efficiency improvements and overseeing the BSC governance, performance tracking (KPIs) and internal customer satisfaction.

As part of the BSC management team,you will create vision and define strategy, instill process best practices and appropriate use of technology, and define and grow the overall BSC scope.

ESSENTIAL FUNCTIONS:

• Work with BSC and functional leadership as well as the Field to simplify BSC processes
• Define and implement a transformation journey to improve the KG BSC's operational efficiency, eg. through process improvement, standardization, and automation
• Lead/facilitate process improvement workshops and projects, drive engagement, review & ensure quality output from team, summarize finding, roadmaps and actions.
• Co-define, implement, and operate SLA/KPI measurement & reporting framework incl. issue tracking and root-cause-analysis as well as individual measurements by function/stream
• Drive the change management for the SLA/KPI (e.g. Definitions, data sources, calculations, exceptions) and process change management
• Consolidate a set of KPI’s per function/stream to monitor the KG BSC service delivery performance (both transition and future state)
• Establish and maintain Business Impact Analysis/Business Continuity Planning (BIA/BCP) framework for the KG BSC
• Support ESM (Enterprise Service Management) ticket management implementation and optimization
• Analyze current processes and discuss process improvements with stream leads and COE team
• Assure compliance with the BSC Governance model and act as stream neutral point of escalations for customer satisfaction topics
• Work effectively across the organization (cross streams) and communicate towards different parties involved into the BCS Program