SNAPSHOT
Location: Meycauayan, Bulacan, PH Company: Nestlé Business Services 

POSITION SUMMARY

The Content Services Supervisor  is responsible for driving operations ensuring timely, accurate and efficient service delivery based on agreed service level objectives focusing on improving end-user satisfaction. The Content Services Supervisor  is responsible for people management,  administration, engagement and development aligned with the company's business principles and processes

A day in the life of...

• Drives Efficient Operations
  - Ensures team is aligned with the company's Operational Master Plan (OMP)
  - Responsible in ensuring that all agreed SLAs and KPIs are met
  - Ensures critical roles and activities have backups 
  - Drives continuous improvement
  - Drives transition activities
  - Ensure alignment of service delivery with all the guidelines set up for Content Adaptation 
  - Run regular governance calls with key stakeholder - Market champions, NGBS Solution Lead, Global eContent Development Expert, Brand Managers, Zone Champions, Content Hub Functional Owner, and Design & Creative Lead, constantly raising and aligning the Global Guidelines and Rules.
  - Ensures the completion of onboarding process and documentation of each business or market
  - Ensures all that the service line have the complete Market Deployment Toolkit based on the Integrated Marketing Services Documentation Guideline
  - Runs internal quality check of submitted outputs for all the Content service line to ensure the consistency quality of work.
  - Contributes ideas and strategy on each service lines to improve process, technology, ways of working, and best practices 
  - Facilitates monthly governance calls with partner Markets discussing  KPI results, action items, forecasted volume, and sharing of possible improvement on the service or process.
  - Ensures productivity targets are met
• Drives Total Service Quality
  - Responsible for regular and consistent market governance meetings that aim to develop and sustain good working relationship with the market
  - Management of escalations. Ensures timely resolution and proper market communication.
• Compliance and Best Practices
  - Responsible for team's compliance to GLOBE standards and related Information Security policies and best practices
  - Responsiblein identifying risks and implementing controls across all Content Services processes
  - Ensures all processes are covered by SR
  - Responsible for updates and adherance to Standard Routines (SRs)
• General
  - Performs other tasks that can be assigned in relation to agreed developmental plan or that can be assigned from time to time.

What will make you successful

• Bachelor’s degree of any courses
• 5 years and up of related experience in Digital Commerce 
• Comfortable with providing coaching and feedback, in 1:1 and group sessions.

• 5–8 years of relevant experience in content operations, shared services, digital content management, or marketing service

• Proven experience managing SLAs, KPIs, productivity targets, and service delivery governance

• Hands-on experience supporting multiple markets, regions, or global stakeholders

• Experience in transition management, onboarding of new markets or services, and change management

• Demonstrated experience in continuous improvement initiatives (Lean, Six Sigma, Agile, or similar)