Service Manager (night shift)

Fresenius Medical Care core values:

Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on six core values supporting our promise to improve the quality of life of every patient every day. These core values are: Patients and Partners First, Honesty and Integrity, Quality and Compliance, Collaboration, No-Limits Mindset and Results Oriented.

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Your responsibilities:

• Develop a solid and trusting relationship with a portfolio of internal Customers

• Acquire an understanding of Customer business environment and expansion plans, as well as needs and requirements towards GSS as internal service provider

• Conduct regular service performance meetings with Customers to discuss service levels allocated on region/country level

• Record, address and resolve key Customer issues, complaints and concerns

• Facilitate improvement plans implementation to advance GSS results and satisfy Customer needs

• Manage communication between Customers and internal Teams (within GSS and Center of Excellence)

• Enable timely and relevant communication on key changes and improvements with regards to the process, operations, projects, transitions, metrics & reporting, etc.   

• Acquire solid understanding of Global Shared Services structures, GSS Service Catalogue, Key Performance Indicators, technology infrastructure, reporting environment  

• Manage effective cooperation with respective Teams within Center of Excellence and Global Shared Services (Global Finance Hub, Shared Service Centers, Transitions & Projects, Automation & Analytics, Service Management, Human Resources, Global Process Teams)

• Work with Global Finance Hub & Regional Shared Service Centers Operational Teams dedicated to the same Customer in order to ensure service level agreements are met

• Collaborate with Global Shared Services Teams to collect updates on progress, goals, and initiatives to be shared with Customers during regular service performance reviews

• Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”),

• Keep yourself updated about the current version of the FME Policies that are relevant for your role and integrate corporate values in daily business, 

• Compliance with SSC’s internal procedures and instructions

Requirements:

• Bachelor degree in economics, business administration, finance, sales, or relevant field

• 5 years’ previous work experience in finance, sales, management, key account management, or relevant experience

• In-depth understanding of Global Shared Services and Finance & Accounting (Procure to Pay, Order to Cash, Record to Report)

• Proven results of delivering client solutions/service and meeting goals

• Fluency in the English language in the business environment (at least C1 level)

• Excellent interpersonal relationship skills

• Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person

• Ability to multitask and manage more than one client account

• Effective in time management

• Goal-oriented, organized team player

• Self-motivated and self-directed

• Solid analytical skills and logical thinking with ability to translate data into insights and solutions

• Experience with ERP tools (for ex. SAP, PSINOVA, BI etc) beneficia

• Is willing to work on a night shift starting at 8/9pm Manila time