Position Snapshot Location: Lisbon (Portugal) Company: Nestlé Business Services (NBS) Full-time/Hybrid mode **About us** Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world. We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!    **At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.** We are seeking a highly motivated individual to join our team, that will be the driving force behind our commitment to quality service delivery, ensuring that our standards and KPIs are not only met but exceeded. If you are passionate about service quality and eager to make a difference in a fast-paced environment, we invite you to apply and join our team in delivering exceptional value to our customers **Main purpose of the job:** The primary objective of this role is to ensure the effective adoption and implementation of the Value Framework within the Service Delivery team. This includes: + Supporting the team in the ongoing implementation and regular maintenance of the framework to uphold service excellence. + Training IBS Center employees and Business Partners on Customer Satisfaction measurement methodologies to foster a customer-centric approach. + Monitoring Service Compliance and Customer Satisfaction metrics and initiating escalation procedures in response to any significant deviations from expected performance. + Being the Voice of the customer and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience; Turn insights into action. **Key Responsibilities:** + Drive engagement, provide leadership and support to ensure the framework is leveraged continuously & consistently across all existing and emerging service lines. + Serve as a Service Quality and Compliance Ambassador, leading onboarding and training initiatives that foster a customer-centric culture within the team, promoting high standards of service quality and adherence to compliance regulations. + Ensure high standards for customer interactions across, embedding a customer-centric approach within the team. + Deliver comprehensive internal training and onboarding programs for all employees, regarding Service Quality. + Lead the collection, analysis, and reporting of partner feedback, trigger & facilitate continuous service improvement. + Drive the identification and communication of business value delivered through the services, complementing service quality feedback. + Establish and maintain strong relationships with stakeholders. From operation to leadership, from shared service to key accounts, markets and categories. **​​​​​​​​​​​​​​** **What will make you successful:** + Bachelor's degree in business, marketing, communications, or a related field. + Fluent in English, other languages are a plus. + Shared Services, Communication, Customer Service experience is a plus, as is understanding of the FMCG industry. + Excellent communication skills, with the ability to engage with stakeholders at all levels. + Demonstrated success in driving engagement and providing leadership in a multicultural global network. + Strong analytical skills, with the ability to analyse data and identify trends and insights. + Self-driven, strong can-do attitude, pragmatic, focused on results - not the process Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. **Joining us will bring you: ** + Development of expertise in Nestlé’s Shared Services Business + Immersion in a culturally diverse team + Local and international exposure + Flexible working environment + Engagement and wellbeing activities + Competitive salary and annual bonus according to your performance + Meal allowance card + Flex Benefits - at NBS you can choose what benefits are more suitable for you + Make part of the Nestlé Club and get discount in several partners + Free coffee (and good coffee) at the office + Shop with special discounts for employees + Company equipment according to professional needs + Medical support available at the office (in Lisbon) + E-learning courses and training program to get you where you aim to be + Career progression and possibilities for international career