Governance & Control Lead
Lonza
San José,CR
hace 4 días

At Lonza, we invest in great people. We encourage our employees to challenge themselves and we offer an environment that fosters creativity and success.

Headquartered in Basel, Switzerland, we operate production, R&D, and business sites around the world, including Europe, North America, and Asia.

Our vision :

We strive to be the leading supplier using science and technology to improve the quality of life.

Our mission :

We work with passion, using advanced technologies, to transform life science into new possibilities for our customers.

Do you want to help us as we shape the future of this great organization?

Job Description Summary

Accountable to measure and further improve a positive client experience regarding the GBSO service and support delivery.

Plans and manages the design and set up of the client oriented service framework (incl. SLAs) and service mindset providing a standard approach that can be applied for across countries and services in a consistent way.

Also is accountable to deliver quality assurance - driving governance across the integrated control framework and cross functional business practices e.g. document management.

  • Fluent in English language C1, Portuguese is a plus.
  • Previous experiences in rolls as RTR, Collections and Operational Excellence.
  • At least 5 years of experience :
  • Directing industry experience, ideally within Shared Services or close to service related operations.
  • In the area of customer centric design, service management, user experience management.
  • managing process improvement teams, ideally within operational or shared service center environment.
  • In a governance and control function, ideally within a shared service center environment.
  • Experience Auditing with auditing and internal control.
  • Proven experience managing indirect teams.
  • Proficient user of basic office applications (Word, Excel, Power Point, Outlook, Visio and Share Point).
  • SOX is a must.
  • ITIL, Lean, Six Sigma, Prince 2 or similar beneficial, but not required.
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