Description
We are seeking a Subject Matter Expert to join our Global Operations Services Centers (GOSC) organisation in Mexico City, Mexico. As a key role within GOSC, you will be accountable for the end-to-end delivery and performance of in-scope activities across assigned markets.
Responsibilities:
- 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 projects, 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.
Service Delivery:
- Ensure timely and successful delivery of both insourced and outsourced activities, following SLAs, guidelines, and timelines.
- Engage with selected countries for all in-scope services in collaboration with GOSC Delivery lead.
- Propose and deliver solutions to operational, data, or service-related issues; support complex market requests and escalations as needed.
- Act as point of contact for vendor delivery related to services in scope.
- Monitor team & vendor performance, ensure KPIs are met, and track worklogs in the workflow management tool.
- Manage capacity and demand, in collaboration with delivery lead, highlighting risks and opportunities.
- Coordinate with PE lead and Process SMEs to operationalize new transitions and intended process changes.
- Responsible for operational readiness for transitions of new services and expansions.
- Adapts global standards shared by SMEs to fit team context.
- Cooperate with Process SMEs with challenging market requests or issue escalations as needed.
Requirements:
- Proven knowledge and hands-on experience in Incentive Compensation is mandatory.
- Experience in at least one of the following areas: Sales Force Management / CRM support for sales teams or Medical Samples Management.
- Fluency in written and spoken English and Spanish.
Basic Qualifications:
- Bachelor's degree.
- Min 5 years of experience in Global Operations service delivery.
- 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 and Spanish.
- Strong team player with a proven ability to collaborate across functions, build trust with stakeholders, and contribute to high-performing teams while fostering accountability, continuous improvement, and operational excellence.