Danone Asia & Service Delivery Centre, Kuala Lumpur, is a Finance Shared Service dedicated to delivering exceptional service experiences across China, North Asia & Oceania (CNAO), and India-South East Asia (ISEA). Our mission is to be the BEST IN CLASS by enhancing every touchpoint, driven by our unwavering commitment to quality and innovation for our valued Danoners, customers, and suppliers.
We’re hiring an experienced I2C Lead to establish and manage regional service delivery aligned with global DBS I2C standards and SLAs. This role is responsible for building capabilities that support the DBS strategy and business case, while driving innovation and continuous improvement to enhance service quality and optimize costs.
MAIN RESPONSIBILITIES
Steam activities
- Implement services and operating model on a region level for the scope of services concerned
- Accountable for the successful set-up of the service teams to deliver services to the region
- Accountable for delivery performance in line with the service framework and customer satisfaction metrics as defined in the DBS value framework
- Own the application of common standards for DBS services and sponsors initiatives to implement best practice
- Monitor compliance and process performance, working with Risk, Compliance, internal control, and internal and external audit
- Drive process standardization, harmonization, automation, process excellence and continuous improvement across the region for his end-to-end scope of activities
Region Management
- Lead the stream region teams to plan for and implement DBS processes, deploy technology, operating principles, services, culture and organization design for the region
- Influence functional professionals in region to adapt to world class operating standards
Interactions with stakeholders
- Report performance and escalate local / global issues to region lead of DBS and to Central I2C stream lead as defined in the DBS governance model
- Identify and gain approval for enhancements and process improvements, for implementation within DBS. Provide prioritization requests
- Point of contact for the region regarding stream service level and activities
- Responsible for working with Customer Relationship Management/BU Finance to deliver customer satisfaction in line with operational efficiency
- Liaise with DBS HR lead to drive team capability development in order to ensure service delivery and optimal team make-up
About you
- Education: University Degree preferably in Business Administration or Finance & Accounting
- Experience (in years): 7+ years working experience in Finance and/or Customer Service or center of excellence and min. 5 years as people/team manager
- Strong knowledge of I2C processes, systems and data
- Strong knowledge of accounts receivables accounting principles
- Business partnering and service-oriented mindset
- Analytical mindset
- Continuous improvement skills
- Leadership / Team management / Community animation
- Teamwork and Collaboration – Fostering an environment that values teamwork and sharing of ideas, work, etc.
If you are enthusiastic about making a significant impact and driving excellence, we invite you to join our team and contribute to our mission of delivering unparalleled service experiences.
At Danone, we wholeheartedly embrace diversity in our organization. This means giving full and fair consideration to all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or disability status. We are committed to fostering an inclusive environment where everyone is valued and respected.
