Financial Shared Services Help Desk Lead (FSSC)

* Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with IT and other functional areas.* Develop and maintain self-service tools including portals, inter/intranet sites, and FAQ & forms repositories.* Design and implement telephony systems, prompt menus, and routing logic to manage incoming inquiries efficiently across time zones and varying call volumes. Performance Monitoring & Reporting • Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality.* Benchmark against Shared Services and Global Business Services (GBS) industry best practices to identify gaps and opportunities.* Propose innovative strategies and approaches to elevate service delivery and user experience. Continuous Improvement • Source, manage, and execute a portfolio of initiatives focused on improving help desk efficiency and responsiveness. • Conduct root cause analysis on recurring issues and recommend process or system changes.* Collaborate with functional teams to ensure help desk content and workflows remain accurate and relevant.* Bachelor’s degree in Business, Operations, IT, or related field. • 5+ years of experience in service delivery, help desk operations, or Shared Services support roles.* Experience with ticketing systems (e.g., ServiceNow), chatbot platforms, telephony systems, and knowledge management tools.* Strong analytical skills and familiarity with performance metrics and reporting tools. • Excellent communication, problem-solving, and stakeholder management skills.* Project Management or Six Sigma certification is a plus. #J-18808-Ljbffr