The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned service areas (Process SME) or markets (Delivery SME). Both roles act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. Process SME is the SPOC for core service areas of GOSC and drives expertise in terms of stakeholder management, knowledge management, operational excellence, service transitions, and continuous improvement.
Process SME - Service Ownership:
- Drive, implement, and fulfil process excellence initiatives for in‑scope services, including standardization, optimization, and automation.
- Cooperate with key stakeholders on global standardization, optimization, and automation initiatives across Global Operations.
- Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.
- Act as SPOC for global project, lead the transformation on behalf of GOSC LT.
- Lead and support service transitions, including onboarding of new services and geographical expansions.
- Ensure effective knowledge transfer and service readiness during transitions and change initiatives.
- Act as the GOSC point of contact for assigned service area representing Global Operations in all in‑scope discussions.
- Serve as the recognized Subject Matter Expert for assigned service area, providing guidance and expertise to GOSC team members.
- Manage relationships with Internal or external stakeholders and vendors for assigned service.
- Act as service vertical expert in discussions related to processes, issues, and changes with team leaders and service vertical teams.
- Leads process improvement and service transition initiatives across GOSC centres to drive efficiency, compliance, and cost savings.
- Share best practices and knowledge across the Global Operations Services Center team.
- Deliver reporting and analytics to COE colleagues and other external teams in line with agreed requirements.
- Coordinates and oversees the execution of transitions, ensuring minimal disruption and successful knowledge transfer.
- Engages with key stakeholders to build alignment and secure support for global initiatives and COE activities.
BASIC QUALIFICATIONS:
- Bachelor's degree Min 5 years of experience in service delivery, shared service delivery or sales operations
- Deep operational experience working within GOSC or other shared service centre.
- Proven high quality delivery on assigned services and process improvement
- Business acumen, full-service catalogue GOSC service catalogue, BaU know-how and good understanding of delivery models
- Strong stakeholder management and communication skills across diverse geographies and cultures.
- Strategic mindset and ability to identify and drive opportunities to optimize delivery and E2E processes
- High level of independent and service-oriented working attitude
- Able to identify and drive process standardization & optimization
- Able to demonstrate strong analytical and quantitative skills
- Strong writing, presentation and influencing skills in English
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