广州招聘

Basic purpose:
A vacancy exists within the Global Governance and Business Effectiveness Team for a Regional Business Effectiveness Service Analyst, responsible for the Asia Pacific region. This is a cross-segment role, accountable for the planning, organization, co-ordination, promotion, administration and delivery of the business effectiveness portfolio of services in the region. The associate will work closely with other Regional Business Effectiveness Service Analysts, as well as Business Effectiveness Expert Center associates, to ensure common ways of working across all regional teams and to identify opportunities for further collaboration, alignment and service excellence.

This is a high visibility position that offers a significant level of impact to Mars Global Services and business associates, ensuring that technology users, project and process improvement teams have the tools and training they need to perform in their roles effectively, thus contributing to the success of Mars, Incorporated.

Dimensions
Team size:

Individual contributor. While this position does not have supervisory responsibility, this person will have to work through others in and outside the organization to succeed, i.e. Site Champion network, Account Management, Learning and Development network, Functional Expert teams, and external training partners.

Principal Accountabilities:
Major
Deployment of regional Business Effectiveness services, methodologies and best practices
Marketing, selling and customer relationship management
· Management of external partner relationships
Regional customization of Business Effectiveness training programs, materials and best practices

Key Responsibilities
Deployment of regional Business Effectiveness services, methodologies and best practices
Plans, organizes, promotes, coordinates, delivers (where appropriate) and administers training and communication programs within the region.
Works closely with internal and external stakeholders and customers including Account Managers, Site Infrastructure Teams, P&O Learning and Development teams, central / site support teams, BPO and Functional Expert teams, to understand functional and individual requirements.
Acts in a consulting capacity, providing associates with guidance, coaching and training.
Monitors service delivery and performance, including quality reviews, external benchmarking, service excellence and adoption to ensure performance meets customer / user expectations and agreements. Monitors the level of customer satisfaction at regular intervals or after each significant service delivery. Responds to all requests, complaints or queries, escalating where necessary and taking any corrective action.
Develops and actively promotes the service delivery discipline/culture and its benefits.
Acts as a regional Mars University champion for the IT College. Work closely with IT College personnel to ensure effective planning and administration of training services and conformance to processes.
For End User Technology projects, leads regional user experience deployment activities.

Management of external partner relationships
Manages commercial relationships and procurement processes for regional deployments delivered through external partners, resolving any quality or contractual issues as they arise.

Marketing, selling and customer relationship management
Supports the Regional Service Manager in understanding, promoting and responding to opportunities to attract and deliver core services to regional customers.
Develops and maintains positive relationships with internal and external stakeholders, including hub site managers, the Account Management organization, site IMPACT teams, Mars Business stakeholders, P&O Learning and Development teams, Mars Service Desk, IT College personnel, external partners, BPO and Functional Expert teams, COE to name a few.

Regional customization of Business Effectiveness training programs, materials and best practices
Uses thorough customer and service knowledge to assist with justifications and development of new services and / or enhancements as required, managed by the expert center.
Customizes business effectiveness deployment approach, training programs, materials and communications i.e local language translation, terminology and customs.

Example Services:
End User Effectiveness services
· User Experience training, communication, user readiness and support services, working in partnership with technology projects and upgrades.
· End user technology learning solutions i.e. Microsoft Office, Outlook and other technologies used in Mars.
· Mars IS Survey regional engagement.

Business Change Effectiveness services
· Project, Program Management and Business Analysis learning solutions and best practices.
· Advocates for all Mars Methodologies and best practice.
· Project consultancy and facilitation services as appropriate.

Mars was established in 1911 and is still privately owned - making us one of the largest 'small family businesses' in the world. (see www.mars.com). Mars is a $25bn business operating in over 65 countries, with 50,000 associates producing and selling chocolate, pet care and food products. Established since 15 years in China, Mars is the leader of the chocolate and petfood market. We produce, locally in 3 factories, famous brands like Dove, M&M’s, Snickers, Pedigree, and Whiskas.