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Title:  Performance & Service Associate - GBS, St. Petersburg

Job ID:  34541
Country:  Russian Fed.
City:  St. Petersburg
Professional area:  Business Development and Corporate Strategy
Contract type:  Permanent
Professional level:  Experienced


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business

That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com


Performance & Service Associate - GBS, St. Petersburg

Please apply till August, 25.


Position purpose:

To provide insights and analysis on GBS performance, to support maitenance of service catalogue and service delivery framework. To act as a link between GBS and Customers to maximize customer satisfaction and processes efficiency.


Main responsibilities:


  • Monitoring all KPI’s related to GBS processes on operational and strategic level
  • Preparing analyses and insights to GBS customers stakeholders as per governance model/and on request
  • Benchmark GBS activities against Service Level Agreements (SLAs)
  • Benchmark GBS activities with other GBS’s internally and/or Shared Services industry and/or other industry leaders
  • Working closely with customers to ensure their current and emerging expectations to performance measurements are satisfied
  • Designing Dashboards to measure GBS performance, customer satisfaction and process effectiveness
  • Implementing Dashboards in cooperation with IT Team
  • Tracking customer feedback and proposing related actions to improve internal and external consumers of GBS services
  • On basis of own analyses proposing improvements to all processes in Service Catalogue
  • Supporting Delivery Excellence Team to manage Service Catalogue and Service Delivery Framework maintenance



You as a professional:


  • You have an University degree (bachelor or master) preferably Economics, Business, Administration, Engineering or Science
  • 1+ year in multinational company with experience in performance management/transformation project management. GBS/Shared Service experience is a plus
  • Fluent English (written and spoken)
  • “Generalist” understanding of processes in transactional areas in Finance and Accounting, HR, Transportation and Logistics, procurement and IT
  • Some experience with performance measure methods and tools, score cards and volumetric
  • Strong analytical and problem solving skills, preferably with experience in working with data
  • MS Office Soft skills (Vision or similar & BPML experience would be an asset)
  • Strong interpersonal skills for interacting with clients about customer experience measurement and improvement
  • Operational understanding of GBS delivery and company ways of working

Apply now »