Job Title

Service Governance Analyst

Job Title:

Service Governance Analyst

In this role, you will:

Job Summary:

The Service Governance Manager is essential for defining service strategies, integrating them into daily customer service operations, and driving the evolution of service offerings within the Customer Care Management (CCM) organization.

This position involves ensure alignment with our global service portfolio, identify gaps, implement procedures to enhance efficiency, and address challenges in support service delivery, and ensure effective communication across teams.

Key Responsibilities:

1. Process development and harmonization:

Define, review, document and deploy, measure, and adjust first-level Global Support Team (GST) standard processes.E, ensureing alignment with second-level GET teams and CCM projects.Proactively identify gaps and challenges, based on facts and collected  feedback topromote the adoption of GST operational standards and sStandardize cross site business review processes. Measure, .present and work closely with operations team leaders to bring insight and propose action plans if required. Review and simplify communication with GST operational teams to facilitate effective adoption and change management. Promote the adoption of GST operational standardsAchieve consistency and alignment across procedures and processes in different GST centres, reducing reliance on local variations to enhance efficiency.

2. Service strategy and project adoption:

Participate to defining and implementing service strategies that integrate seamlessly into day-to-day customer service operations.Identify, propose service offerings and/or models can contribute to service efficiency.Collaborate with project teams to ensure communication and adoption at GST level.

3. Request coordination and validation:

Coordinate and validate support service implementation requests and business cases at GST level, ensuring alignment with service offerings and organizational capabilities.Act as the coordination point for cross BU topics and participate to cross BU operational alignment calls

About the ideal candidate:

Bachelor’s degree holder with relevant experienceMinimum of 4 years of professional experience in support service or a related field.Experience in Travel and Tourism is a plusExcellent customer service and support service experienceExperience in reviewing documents, communications, implementing services, and providing solutionsExcellent command of the English languageStrong understanding of process and procedural impacts.Proven ability to build credibility and trust, fostering confidence through a win-win approach.High emotional intelligence with the ability to drive collaboration across diverse teams and cultures.Autonomous team player with ability to work with remote teams, “can do” attitude.Familiarity with IT processes and tools related to performance and improvement is a plus.Amenable to work on a Hybrid work setup. Location: BGC, Taguig

Application process

The application process is easy and fast. Create your candidate profile manually or upload your CV/Resume

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.