KBS Process Agent

About the Deputy Team Leader Role for Contract Administration

Establishes and sustains a robust working relationship with pertinent stakeholders in the unit by actively identifying and resolving issues. Guides and develops a team of Processing Agents to manage and meet the requirements of the Contracts Administration process in Service Business. Assists in the execution of service enhancement initiatives aimed at improving unit satisfaction and harmonizing processes.

Key Responsibilities:

• Ensures daily service delivery to the unit, meeting agreed service levels.
• Oversees the queue of pending requests or transactions daily, prioritizes them and distributes team resources as needed. Arranges for back-ups when necessary.
• Manages SLA – Turn-around time, Quality, and Efficiency.
• Handles Contract Administration process from start to finish.
• Conducts productive meetings with his team and the unit, providing an agenda, analysis, and minutes for each meeting.
• Regularly checks the completeness of work instructions and other documentation specific to the team and ONE ISO.
• Fosters high engagement and strong performance within his team through development and coaching.
• Determines training requirements and organizes training in collaboration with the process manager, the unit, and HR.
• Performs other suitable tasks as assigned by the Process Manager
• Plans, monitors, and reports team attendance (including timesheet reporting, absence reporting, holiday planning, and overtime needs)
• Promotes Lean methodologies and continuous improvement initiatives.

Qualifications and Skills:

• Any graduate with a minimum of 7 to 8 years of relevant experience.
• Solid understanding of SAP (SD Module) and other quality/analytical tools.
• Comprehensive knowledge of the Service Business (EDM, Contract Admin & Billing) is a plus.
• Proficiency in Microsoft Applications, particularly MS Excel and PowerApps.
• Experience in creating process documentation, SOPs, URD, and technical guides.
• Strong problem-solving and analytical skills, capable of effectively resolving and troubleshooting issues.
• Excellent interpersonal and communication skills, with a proven ability to work collaboratively across teams.
• Capable of working both independently and as part of a team, with a focus on detail and accuracy.
• Strong verbal and written communication skills, along with presentation abilities.
• Comfortable working in a virtual environment, adaptable to flexible shifts, and possesses a proactive attitude.
• A strong dedication to maintaining safety in the workplace.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers