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Total Service Quality Manager

Total Service Quality Manager

IBS Total Service Quality Manager
Location: Linda-a-Velha, Lisbon, Portugal
Company: Nestlé Business Services Lisbon (NBS Lisbon)
Full-time
IBS - Service Improvement - Service Delivery Management
 

Position Summary

Nestlé Integrated Business Services (IBS) is a multicultural and diverse team of professionals at the heart of the Nestlé Group. IBS leads a competitive business services evolution, delivered through a network of Shared Service Centers and partners around the globe and provides Nestlé’s Markets and Businesses with seamless access to essential operational services as well as value generating services to support business agility and digital innovation success. Leveraging its insights and scale, IBS operates through an interconnected network of Service Centers and partners. 
We are passionate about driving continuous improvement of our processes and care about delivering high quality services to support Nestlé’s business agility and digital innovation success. This is rooted in our behaviors, embedded in our ways of working: Reliable, Customer-first, Innovative, Digitally Agile and Knowledgeable. These are the behaviours embedded in our daily life.
We are looking for a « Total Service Quality (TSQ) Manager », to drive the evolution of our current practices  for business partner engagement and feedback collection, guiding the value communication to our Zones, Businesses, Markets and Customers. Our constant evolution of services requires to connect across the organization and benchmark with industry best practices to evolve and improve our TSQ Framework and provide guidelines to our Business Service Centers.
 

A day in the life of...

- Drive value communication to Partners and Customers: Aligned messaging for shared services value proposition to Zones, Businesses, Markets, CoC’s, and identify/evolve communication platforms to use;
- Own Total Service Quality framework, provides guidance and TSQ functional leadership to NBS Centers and CoCs;
- Owns Net Promoter Score surveys and reporting of results;
- Support IBS portfolio management process (pipelining, regular updates, resource allocation, escalation management and follow up, benefits tracking);
- Benchmark the service industry quality management practices to identify trends and opportunities.

 

What will make you successful

- Shared Service experience and/or Market experience to be able to understand business needs on the ground;
- Understanding of Zones and Global HQ to deliver effective stakeholders management is an advantage;
- Experience in working in a cross-functional, multi-cultural and networked organization (internal and external providers);
- E2E process understanding;
- Having driven projects/initiatives which required analytics at an evolved level;
- Having driven projects/initiatives focusing on service experience;
- Managing change in the organization;
- Excellent communication skills;
- Self-driven;
- Strong can-do attitude;
- Pragmatism;
- Focused on result, not on a process;
- Continuous improvement mindset;
- Curiosity/external focus (need to benchmark in the industry).
#NBSLisbonIsHiring

IBS Total Service Quality Manager
Location: Linda-a-Velha, Lisbon, Portugal
Company: Nestlé Business Services Lisbon (NBS Lisbon)
Full-time
IBS - Service Improvement - Service Delivery Management
 

Position Summary

Nestlé Integrated Business Services (IBS) is a multicultural and diverse team of professionals at the heart of the Nestlé Group. IBS leads a competitive business services evolution, delivered through a network of Shared Service Centers and partners around the globe and provides Nestlé’s Markets and Businesses with seamless access to essential operational services as well as value generating services to support business agility and digital innovation success. Leveraging its insights and scale, IBS operates through an interconnected network of Service Centers and partners. 
We are passionate about driving continuous improvement of our processes and care about delivering high quality services to support Nestlé’s business agility and digital innovation success. This is rooted in our behaviors, embedded in our ways of working: Reliable, Customer-first, Innovative, Digitally Agile and Knowledgeable. These are the behaviours embedded in our daily life.
We are looking for a « Total Service Quality (TSQ) Manager », to drive the evolution of our current practices  for business partner engagement and feedback collection, guiding the value communication to our Zones, Businesses, Markets and Customers. Our constant evolution of services requires to connect across the organization and benchmark with industry best practices to evolve and improve our TSQ Framework and provide guidelines to our Business Service Centers.
 

A day in the life of...

- Drive value communication to Partners and Customers: Aligned messaging for shared services value proposition to Zones, Businesses, Markets, CoC’s, and identify/evolve communication platforms to use;
- Own Total Service Quality framework, provides guidance and TSQ functional leadership to NBS Centers and CoCs;
- Owns Net Promoter Score surveys and reporting of results;
- Support IBS portfolio management process (pipelining, regular updates, resource allocation, escalation management and follow up, benefits tracking);
- Benchmark the service industry quality management practices to identify trends and opportunities.

 

What will make you successful

- Shared Service experience and/or Market experience to be able to understand business needs on the ground;
- Understanding of Zones and Global HQ to deliver effective stakeholders management is an advantage;
- Experience in working in a cross-functional, multi-cultural and networked organization (internal and external providers);
- E2E process understanding;
- Having driven projects/initiatives which required analytics at an evolved level;
- Having driven projects/initiatives focusing on service experience;
- Managing change in the organization;
- Excellent communication skills;
- Self-driven;
- Strong can-do attitude;
- Pragmatism;
- Focused on result, not on a process;
- Continuous improvement mindset;
- Curiosity/external focus (need to benchmark in the industry).
#NBSLisbonIsHiring

Linda a Velha, PT, 2799-554

Linda a Velha, PT, 2799-554

Apply now »