The Shared Services STP Service Desk Team Lead (GB BU) will be responsible to lead the performance and delivery of the Service Desk team, ensuring customer satisfaction and confidence in information supplied whilst maintaining and increasing the credibility of the function.  The team is the primary point of contact for STP related queries and will provide service-orientated first level support, in local language of the customer, of information by telephone and in writing (email).

 The position will be tasked with driving and delivering STP service desk excellence to the business with an emphasis on customer service and continuous process improvement to further enhance the STP service level and effectiveness expected throughout. The STP Service Desk Team Lead will ensure that the Service Desk team is cost effective, efficient and has a positive impact on the business. 

STP Set up

• Supports the recruitment and development of an appropriately skilled STP Service Desk team by ensuring full training and work shadowing is completed for all team members

• Works with the BUs to build positive, constructive relationships and works in partnership with each to drive an effective and smooth deployment of Service Desk/STP processes into the SSC;

• Supports the transition team to ensure the successful migration of all Service Desk and wider STP in-scope activities to Shared Services;

Financial Services Delivery

• Responsible for the output and quality of services provided by the STP Service Desk team to key customers (who include Suppliers, Employees, Executives, Regulatory Bodies, etc)

• Ensure that Coca-Cola Europacific Partners policies are adhered to (e.g. approvals, financial guidelines, etc.)

• Ensure quality case management through proper usage of ticket system to capture and record enquiries

• Acts as an escalation point for the team on more complex or sensitive issues

• Manages STP Service Desk Team performance through metrics and key performance indicators

• Support STP Service Desk Senior Manager and STP Associate Director in the setting the SD Team targets, monitor the performance metrics and targets throughout the Year and suggest adjustments if necessary.

• Develops and recommends action plans to ensure targets are achieved or exceeded;

• Perform regular, ad-hoc reporting of performance data, and together with the management define and implement procedures to improve service delivery and quality.

• Resolve escalated queries in a timely and appropriate manner, maintaining good customer relationships and high levels of service

• Agree with the STP Accounts Payable Manager general guidelines for escalation of cases to other teams, as well as day to day balancing of workload between the teams

• Agree delivery priorities with BPO management and key customers/stakeholders

• Works with the STP Service Desk Senior Manager and STP Associate Director to successfully implement standard processes, evaluating end-to-end performance and advising on amendments that may be necessary

• Ensures all relevant process flows and desktop procedures are reviewed, updated and approved on a regular basis (at least quarterly);

Relationships

• Builds strong relationship with the equivalent STP Accounts Payable Manager to drive end to end STP service alignment for the relevant BU/country

• Builds strong relationships with key stakeholders to drive understanding and support for STP and Shared Services generally

• Liaises with other key stakeholders as required regarding financial controls and regulatory compliance

• Identify and respond to customer needs and ensure customer service is effective and exceeds requirements

Continuous Improvement

• Encourages an environment within the STP Service Desk team, focused on continuous improvement of the STP end to end process, efficiencies and customer service

• Supports the STP Service Desk Senior Manager and the Director of STP in driving end-to-end standard STP processes, CI initiatives and Projects, across the Coca-Cola Europacific Partners business

• Assists in developing best practice processes and highlighting opportunities for process improvement;

Leadership and People

• Provides coaching, development and motivation to the Shared Services STP Service Desk team to enable each to maximise their individual and team performance

• Works with STP Service Desk Senior Manager to provide opportunities to team members to help them grow and develop their potential for future roles

• Supports the building of a winning and inclusive culture by promoting diversity;

Qualifications:

•    University degree or equivalent 
•    2 years STP/Service Desk experience (with a minimum of 1 year working for a Service Desk) in a multinational organisation and/or Shared Services environment
•    Ability to address or escalate complex issues within the STP area
•    Fluent in English, plus one of the following languages (French/Dutch/Swedish/Norwegian/German) desirable
•    Line management / supervisory experience preferred
•    Strong ERP experience essential, preferably SAP;
•    Strong focus on providing the highest level of customer service 
•    Excellent communication & interpersonal skills
•    Strong team player;

Our employee value proposition:

Being Rewarded

• Market Competitive Salary

• Annual Compensation & Bonus Cycle

• CCEP Shares Purchase plan & Matching Share

• Food Vouchers

• Flexible Working Allowance

Being Connected

• Everyone’s Welcome – Inclusion, Diversity & Equity Culture

• Keep In Touch program – in support of parental care

• Inspiring Office layout with Great beverages and Sofia subsidized canteen

• Referral Program

Being  Developed & Valued

• Professional Qualifications Support & Sponsorship

• Ninja Community and Lean Six Sigma Certification

• CCEP learning platforms & Leadership training curricula

• Career Growth and Talent Progression

• Recognition program

Being Well

• Flexible & Hybrid Ways of Working

• Additional days paid leave at start and on top – Birthday, Qualification & Volunteering;

• Wellbeing & Sports program, including corporate discounts & subscription fees

• Wellbeing Community & Initiatives

• Employee Assistance Program

• Additional Health Plan & Dental Insurance

Being  Inspired

• Social Projects & Community Charity programs

• Participation in Corporate Challenges - marathon, sports, fun

• External life coach speakers and Work-Life balance lectures

• Team Building & Fun Events