SERVICE PERFORMANCE MANAGER

ABN AMRO North America, Inc., is the largest foreign bank in North America. We take pride in the dedication and ambition that our employees continue to contribute. Our organization, reputation and ability to serve our customers are only as good as the people who work here. That?s why we always strive to hire candidates that encompass our Corporate Values of Integrity, Teamwork, Respect, and Professionalism. Through these values our employees have been able to enjoy a balanced lifestyle, while we have been able to pursue our ambition of being a frontrunner in value added financial services. Right now, we have an exciting opportunity available for a Service Manager in our Chicago office.

 

The successful candidate will be responsible for establishing and maintaining the service catalogue; ensuring service level expectations and targets are defined where required;defining regional standards for service performance measurement; coordinating for timely and accurate reporting of performance metrics; coordinating internal service quality surveys (G-SATi program); ensuring periodic reporting of action plans addressing issues highlighted; supporting heads of service units in their meetings (internal or with the business) on quality, KPIs and internal client satisfaction; helping refine the client engagement process and implement in the region as defined; utilizing and improving Service Management tools and software; assisting manager and team members in execution of team goals; ensuring ongoing alignment with global Service Management practices leaders and; communicating with NA Finance to ensure link between the Service Management components and Finance models for service costing, settlement, and financial reporting.

 

To qualify, candidates must have a Bachelor's degree in business or a related field; at least five years of experience in a business environment, including performance measurement, Key Performance Indicators, reporting software, and project management. Experience in the banking/financial services industry preferred.

 

ABN AMRO offers an outstanding work environment, competitive compensation, and excellent benefits. Qualified candidates are encouraged to apply online today!