VimpelCom is hiring a

Service Quality Lead

L'viv, Ukraine
We are the international communications and technology company VimpelCom Global Service Ukraine with more than 200 million customers across 14 markets. We opened Share services company in Lviv to operate in Eurasia market, which deals with 8 countries that are diverse and distinctive, in terms of our customers’ needs and priorities.
Currently we are looking for the high potential and experienced Service Quality Lead.

Role & responsibilities:
 - To act as a Key Single Person of Contact key business stake-holders in the Operational countries in articulation of the business requirements for new or updated services to the support teams
- Monitoring the progress of Operational countries -related projects, such as 'new service' development projects
- Identifying and updating service level requirements with Operational countries
- Negotiating service level agreements with Operational countries
- Managing Operational countries Customer satisfaction programmes and communication
- Acting as point of escalation for Operational countries Service issues
- Providing support and guidance for service related topics and Operational countries stakeholder management
- Understanding the Operational countries' business strategy, Service usage and key stakeholders
- Engage with the functional  teams for safeguarding the impact to Operational countries due to the ongoing on-boarding of new
- Operational countries throughout the programme.
- Accountable for the Shared Service Center delivery of Service Level Agreements within the agreed service levels
- Monitor and take corrective actions on the performance of the Shared Service Center against the agreed Service Key Performance Indicators
- Own, manage and update Service Key Performance Indicators and Internal Operational Level Agreements for the Shared Service Center
- Suggest service improvement plans and drive initiatives based on the customer experience.
- Proactively communicate to the Functional towers stake-holders on any service risk, degradation in service, etc.
- Flag re-occurring problems at the appropriate Governance boards for addressing

Required Experience:
- Bachelor’s degree in Finance or business management
- 7+ years of total experience
- 3+ years experience process excellence and transformation preferably in a Shared Service Center environment
- 4+ years experience in project management
- Previous experience of Service Delivery and Performance Management is preferred
- Excellent communication and interpersonal skills, capable of influencing at all levels
- Customer service focus, able to build strong relationships across the organization
- Strong presentation skills
- Escalation management
- Experience working on and/or leading change and improvement projects
- Strong negotiation, analytic and interpersonal skills
- Fluent in English and Russian/Ukrainian

Working conditions & Benefits:
-      Competitive salary & bonus system;
-      Medical and Dental insurance – we take care about each employee;
-      Joining the global team - work directly with the customer;
-      Professional and career growth promotion, which depends on your will;
-      Professional development opportunities, which is a part of global company politics and culture.  
-      Pleasant working atmosphere in a new fancy business center.

Other jobs at VimpelCom