Business Analyst Manager Senior - Customer Service Latam
Ciudad de Mexico, Mexico
hace 14 horas

Position Summary

To strengthen our IT Regional Supply Chain Hub in Mexico, we are looking for a Senior Business Analyst Manager to lead our Supply Chain Customer Service Department for Latin American markets.

Under the supervision and guidance of your IT Regional Supply Chain & Procurement Lead based in Mexico and the Product Group Manager (PGM) based in Vevey, you will be responsible to manage the CS team with 40 people across countries and support the global Product Managers to deploy, improve and sustain the Customer Service applications.

You will also be commited to partner with the business to understand, translate and consolidate their requirements, validating and supporting the deployment and collecting feedback for the product roadmap.

A day in the life of...

  • Represent the markets interest in global forum with PGM and Product Managers and in alignment with the market strategic requirements raised by the BRMs
  • Support the CS PGM and his Product Managers in the development of the global CS strategy through innovation and improvement of the existing products
  • Partner with the business to analyse, translate, and document their requirements and opportunities into IS / IT new products
  • Work with IS / IT Product Managers to define the product solution that satisfies the business needs
  • Identify options for improvement in existing functionalities and opportunities for process automation
  • Creation of document training materials of the products for the business
  • Deliver effective training to the end users, deployment and support teams
  • Coordinate and Support the analysis and resolution of issues with our sustain 3rd party providers
  • Participate in the elaboration of the Digital Transformation within Order to Cash with global team and coordinate deployments in Latam
  • Organize and execute the delivery of Customer Service projects on time and within budget
  • Ensure full utilization and adoption of CS Products and drive legacy elimination initiatives in Markets within Zone / region
  • What will make you successful

  • Bachelor's degree in Information / Technology systems, Business Administration, Engineering or equivalent, M.B.A. degree is a plus
  • 7+ years of relevant experience of business analysis, processes and management in a Customer Service functional area.
  • Proven people leadership and senior stakeholder management skills.
  • Experience in SAP SD module and strong knowledge of process flows, working in Projects implementation and Sustain activities within Supply Chhain
  • Effective communication at different levels in the organization in English and Spanish. Portuguese would be a plus.
  • Understanding of basic system landscape and data protection / security standards & software development methodologies
  • Experience working in an Agile / DevOps environment using design thinking methodology.
  • Understanding of business processes and ability to translate them into application requirements.
  • Knowledge of SAP ECC, Fiori, S / 4 HANA, e-commerce and Analytics is a plus.
  • Knowledge in Cloud Solutions, AI, IoT is a plus.
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