MAIN TASKS
We are strengthening our global governance within Operational Finance & Shared Services. As Global Service Quality & Performance Lead, you will be the central driver of service quality, operational performance and execution discipline across Finance Operations and Shared Service Centres (SSCs). You will play a pivotal role in making performance transparent, steering efficiency and ensuring that Finance Operations transformations deliver measurable value. In particular, your responsibilities include:
Define and continuously develop a global service quality and performance governance framework for Finance Operations and SSCs
Design, implement and own a global KPI and SLA framework (e.g. productivity, quality, timeliness, backlog, SLA adherence)
Establish standardised global performance dashboards and reports for Finance Operations and SSC locations
Ensure end-to-end performance transparency and enable fact-based performance reviews and decision-making
Identify improvement and efficiency potentials based on KPIs and benchmarks and track implementation of measures
Steer and monitor Finance Operations and SSC-related projects and initiatives (e.g. transformations, roll-ins, scope extensions)
Support the development and tracking of business cases for SSC roll-ins, efficiency and productivity programmes
Act as a key sparring partner for Global Process Owners (P2P, O2C, R2R) and Finance Operations leadership
EDUCATION AND QUALIFICATION
You have a degree in a relevant business field and strong experience in Finance Operations, Shared Services or Performance Management. Your skills and qualifications include:
Several years of experience in Finance Operations, Shared Services, Performance Management, Operational Excellence or similar roles
Strong understanding of end-to-end Finance processes (P2P, O2C, R2R)
Proven experience with KPI frameworks, performance steering, SLAs and service quality management
Experience in business case calculation and benefits tracking for transformation and efficiency initiatives
Experience in steering or coordinating projects and initiatives in a complex, international environment
Strong analytical, structuring and problem-solving skills
Strong influencing skills within an international matrix organization
Excellent communication, facilitation and change-management skills
Fluent English, German is an advantage
Experience with performance dashboards, reporting tools and/or process mining and exposure to automation and digitalisation initiatives in Finance Operations are a strong plus
WE OFFER
Benefits
Learn everything about our benefits in Switzerland and Germany.
APPLICATION & CONTACT
Do you share our values and feel comfortable in a collegial and down-to-earth environment in which you can demonstrate your skills and contribute ideas? If so, we look forward to receiving your application
CONTACT
Susanne Jud
HR Business Partner