Requisition ID: 118091
Work Area: Finance
Expected Travel: 0 - 10%
Career Status: Management
Employment Type: Regular Full Time
As the leading technology company for digital businesses, SAP serves nearly 300,000 customers in 190 countries. 80 million users make SAP the largest enterprise cloud company in the world, along with business networks that transact nearly $1 trillion annually. The Global Finance Shared Services organization (GFSS) is a business unit with 1,200+ employees delivering end-to-end finance operations from a set of vibrant and multicultural locations around the globe: Buenos Aires, Dublin, Manila, Prague and Singapore.
Our highly engaged teams specialize in Order to Invoice, Cash Collections, Procure to Pay, Travel & Expense and Record to Report. Additionally, at GFSS, you will find: a highly skilled workforce collaborating across the globe on common topics, engaged colleagues creating value by simplifying and optimizing operations and one motivated global team working together towards shared goals.
Also, at GFSS, you will find: exciting career opportunities, a diverse work environment providing opportunities to grow, development & learning opportunities and an international business network for you learn and grow from.
Within GFSS, SAP employees have an opportunity to handle end-to-end high-quality finance services to SAP customers throughout the Globe.
Within Global Finance Shared Services (GFSS) the Quality Management Expert is responsible for implementing, maintaining and executing the quality management framework. In collaboration with internal customers and stakeholders, the Quality Management Expert defines quality standards for GFSS processes and services and monitors performance against these standards.
In addition, the Quality Management Expert identifies needs for quality improvement initiatives and works individually or jointly with the GFSS Management team, Process Experts and service stakeholders on project managing and delivering the required quality improvements.
EXPECTATIONS AND TASKS
Support SAP’s and GFSS Global Quality Management strategy
Execute quality assurance management program by:◦Performing regular performance monitoring
Providing statistical and fact-based analyses on process and service performance
Measuring, tracking and analyzing performance results
Defining Key Performance Indicators (KPI) and targets for the served processes
Providing support, coaching and governance for improvement projects
Identifying and monitoring required process / service improvements
Delivering quantifiable quality improvements
Adopting a consistent approach to quality management based on recognized Quality Methodologies (Six Sigma etc)
Promoting a clear commitment to quality throughout GFSS
Execute customer engagement by:◦Supporting yearly adoption of Service Level Agreements (SLAs) and KPIs to the customers according to changed customer needs
Conducting recurring performance reviews with stakeholders based on agreed SLAs and KPIs
Identifying necessary measures out of customer engagement and assuring successful mitigation.
Being responsible for fast adherence to business and compliance needs
Successful working experience within a financial Shared Service Centre or in BPO (min. 5 years)
Previous experience in a Customer Service or Quality Management role desirable
Managerial experience and proven experience in continuous improvement project is a plus
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Successfully completed University Degree
Excellent interpersonal and communication skills
Drive for results
Strong analytical skills
Self-motivated individual with a “can-do” attitude
Ability to work under pressure with accuracy and commitment
Ability to work independently and in a virtual team
Excellent understanding of quality processes and finance and administration processes and operations
Project management skills
Reporting and presentation skills
SAP System knowledge (FI module)
Advanced knowledge of MS Office (Access, Word, Excel, Outlook, PowerPoint)
Fluent written and spoken English skills
Other languages desirable
Yearly bonuses, sick days paid and sick leaves fully refunded, flexible start/end of working hours, contributions to the pension/life insurance, meal tickets/ catering allowance, holidays 5 weeks, educational courses, training, cafeteria, contribution to sport/culture/ leisure, sick day, home-office, generous shares program, etc.
We are creating our future together by moving to the brand new and ultra-modern Metronom office building directly above the Nove Butovice metro station. The location encompasses SAP's vision for the perfect work-life balance by featuring a cinema, uniquely decorated relaxation rooms, free gym & fitness studio, parents' and kids' room, and many more exciting amenities.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations team (Americas: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected]). Requests for reasonable accommodation will be considered on a case-by-case basis.