Job Description
Unilever’s mission is to add Vitality to Life. We meet everyday needs for nutrition, hygiene and personal care with brands that help people feel good, look good and get more out of life.
Unilever is among the Top 70 of the Fortune Global 500 Companies. We are also one of the world’s leading suppliers of fast moving consumer goods in foods, household and personal care products. Our purpose is to meet the everyday needs of people everywhere – to anticipate the aspirations of our consumers and customers and to respond creatively and competitively with branded products and services, which raise the quality of life.
Position Summary: The Lead Process Analyst has overall job responsibility to support the Service Quality Manager in ensuring that the Service Providers operating in this tower resolve all incidents and problems within the defined services in accordance with the agreed Operational Level Agreement (OLA) or Underpinning Contract (UC). This role is also responsible for ensuring that incidents, problems, changes and SRs are managed effectively according to OLA/UC.
Specific responsibilities will include: 1) Create and run various reports in Excel 2) Attend meetings with Vendors, AOS and SLM 3) Work with auditors for various SOX / FDA requirements 4) Work with other service towers to reduce incidents and increase efficiency within the Service Quadrant
Main Accountabilities: • Ensure Supplier’s solutions are delivered effectively and efficiently. • Acts as the focal point for ensuring the resolution by the Service Providers of all operational and performance related issues within the region in accordance with the agreed OLA/UC for the Services area, as underpinned by the definition thereof in the respective Agreement. • Manages the status and logs of regional critical and escalated issues; ensures decisions on escalated issues are made within the defined time periods. • Ensures the accuracy and completeness of operational reports submitted to Unilever stakeholders. • Responsible for escalating any unresolved issues to the monthly Regional Service Review, including the documenting and presenting of possible solutions. • Participates in the governance process reviews with the Service Provider(s) and assist developing the financial case(s) to implement changes to the governance processes. • Responsible for conducting effective knowledge sharing meetings based on the business continuity plan. • Provides service-delivery performance information and validation to the Americas regional Finance Manager to aid in Service Provider invoice verification. • Assist the Service Quality Manager in achieving the targets of Global, Regional and Country UC. • Responsible for IT service details (e.g. no financial or legal) during the negotiating of 3rd party contracts with suppliers. • Identify Service performance improvement opportunities. • Consolidate performance reports as required to enable improved business decision-making. • Provides input on stakeholder satisfaction issues and works to manage performance expectations. • Supports plans for emergency preparedness and provides recommendations in this area. • Is responsible for overseeing any Unilever-focused root-cause analysis studies regarding areas for which Unilever is responsible. Reports these findings to the Service Quality Manager. • Advises on the practicality and viability of the proposed improvement plans related to root-cause analysis studies.
Required Education and Experience: -- Bachelors degree -- Fully skilled in MS Offices tools -- 2 - 5 yrs experience as either a customer or supplier of Enterprise Computing Services, e.g., operations, production control and scheduling; technical support; online storage management; operations and processing; print and electronic output media operations, and backup and recovery services.
This position can be located in either Englewood Cliffs, NJ, or Trumbull, CT.
Please apply for this position at www.unileverusa-careers.com or call Unilever Peoplelink 888.775.0389
Or please click the following link or copy and paste it into your browser:
https://recruitment.unileverservices.com//MAIN/careerportal/job_profile.cfm?szOrderID=11112
Unilever offers a competitive compensation package which includes: Medical & Dental Plans, Life Insurance, including spouse and children, Health Care Flexible Spending, Dependent Care, Retirement & Savings Plans, Tuition Reimbursement, Paid Vacation and Holidays.
Unilever is an equal opportunity employer. It prohibits discrimination based on age, color, disability, national origin, race, religion, sex, veteran status and any other legally protected class in accordance with applicable federal, state and local laws.
Employment is subject to verification of pre-employment drug-screening results and background investigation. .
(211247)
