Job Description

Job Title

Service Excellence Lead

Primary purpose of the job:

Support daily BAU delivery management, serviceresults measurement/evaluationand decisions to improve service quality.Design a fully automated, flexible BI model with the potentially widest horizontal and deepest vertical reporting options

Other professional qualificationsrequiredfor filling the position:

• BSC/MSC degreerequired

• 5 years relevant experience in international environment

• 3 years data processing or real estate experience in international environment

• 1 year reporting or data visualization experience in international environment

• 1 year people management experiencerequiredpreferably in shared services environment

• Alteryx knowledge is an advantage

• Power BI experience is an advantage

• Process transitioning experience is an advantage

Foreign language skillsrequiredfor filling the position:

• English language advanced

• Knowledge of any other European language is an advantage

Required skills for filling the position:

• Experience in complex stakeholder management

• Processes modellingexperience

• Able to recruit team,roleand subgrade best fit team members

• Excellent IT literacy

• Client technology platform SME

• Advanced MS Office skills

• Excellent written and verbal communication skills

• Excellent problem-solving skills

• Excellent analytical skills

• Able to work independently and in a team

• Incredibly strong work ethic

• Flexibility during times of change

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Proactive,enthusiasticand willing to learn

• Independent mindset and willing to make responsible decisions

• Incredibly high emotional intelligence

• Focused on continuous improvement and exceeding set targets

Responsibilities of the jobholder:

• Comply withall Client and Cushman & Wakefield internal processes andservicequality controls

• Delivering the contracted service level

Regular tasks:

Business Efficiency

• Design and control Business Efficiency models: Service Efficiency&Governance Books, Team Resource Maps, Productivity Indicators

• Support technology improvement projects relating to service efficiency improvement

• Control the extension of Business Efficiency models to new clients

Business Intelligence

• Drive interpreting and improving lease data quality

• Lead stakeholder groups to formulate service excellence improvement initiatives,deliverand measure results

• Own PA services BI raw and source data quality, share knowledge

• Drive PA services BI raw and source data structure improvement and automation

• Drive to design a proactive business performance reporting structure

• Deliver recurring business performance reports: weekly snapshots, monthly reviews, CIP reports

• Drive BI development projects for producing automated BI reports in flexible and interactive environment

• Control the extension of Business Intelligence models to new clients

• Design and control Talent Intelligence models

Leadership

• Coordinate Business Efficiency SME

• Coordinate Team Coordinator SME

• Ensure their direct reports' daily workload is properly distributed,prioritisedand followed up

• Maintaining and developing their direct reports' competence,motivationand engagement level

INCO: “Cushman & Wakefield”