Knowledge Services Consultant-Strategic Planning & Operations
Location: Edinburgh, Scotland, United Kingdom
Required Skills:
* Project Management
* Business Consulting
* Change Management
* Org redesign
* Payroll Management
* Digital/AI Improvements
* Vendor negotiations
* Stakeholder Management
* Excellent PPT skills
Project Management Experience leading large global reorganizations in a GBS Colleagues Services and Payroll Environment (especially in moving from a regional based org to a process-based org).
Expertise in leading a multifunctional project that includes not just the organizational aspects but also manages multiple workstreams that will deliver on Digital / AI improvements, vendor negotiations and other possibilities to deliver on efficiencies and cost savings.
Comfort in dealing with multiple stakeholders at all layers of the organization and the ability to deliver on day-to-day project management responsibilities.
Responsibilities:
1. To adhere to quality standards, regulatory requirements, and company policies.
2. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
3. To participate or contribute on EN business in the creation of proposals to drive Service improvement plans.
4. To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team.
5. To provide support for on-call escalations / L3 level support and doing incident & problem management.
6. Work on value-adding activities such as Knowledge base update & management, training freshers, coaching analysts & conducting interviews/participation in hiring drives.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Consulting, Information Technology, and Sales
Industries
IT Services and IT Consulting
#J-18808-Ljbffr