Subject Matter Expert, Global Operations Service Center

The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned markets (Delivery SME). Act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. The Delivery SME will drive the implementation and sustainment of service delivery model enabling scalable, compliant, and efficient global service delivery.

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 project, 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.

Delivery SME - 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​​

Basic Qualifications:

• Bachelor's degree Min 5 years of experience Global Operations service delivery CFCD, Incentives, Multichannel Marketing, Samples, shared service delivery or sales operations

• 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

Highly Preferred Qualifications

• Master's degree (MBA, Operations Management, TI, Data Analytics, Digital Transformation, or equivalent).
• Scrum Master, Agile Practitioner, Product Owner, or equivalent certification.
• Experience leveraging Generative AI and automation solutions (e.g., Microsoft Copilot, Power Platform, Power BI) to improve operational performance and service delivery.

 
Work Location Assignment: Hybrid

EEO (Equal Employment Opportunity) & Employment Eligibility 

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