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• Lead the performance and delivery of the BSO Supplier Support Team, ensuring customer satisfaction and confidence in information supplied whilst maintaining and increasing the credibility of the function. • Ensure that the Supplier Support Team is efficient and has a positive impact on the business. • Build a team and coach and develop individuals to encourage them to take responsibility and reach their maximum potential• Work to meet and exceed agreed KPIs and SPA requirements• Resolve escalated queries in a timely and appropriate manner, maintaining good customer relationships and high levels of service• Agree delivery priorities with BSO management and key customers/stakeholders• Drive performance of team and individuals using coaching, clear objectives, communications and performance management• Ensure appropriate training and skills are in place for all team members• Identify and respond to customer needs and ensure customer service is effective and exceeds requirements• Establish and maintain effective working relationships with managers and employees in all departments.• Continuous development and improvement of the systems and processes used in the BSO Supplier Support Team

Senior Expert:• Organizes team workload appropriately, sets priorities and meets deadlines efficiently• Ensures that the work performed is in accordance with the applicable Service Partnership agreements and KPIs and Customer Service Standards• Prepares supporting documentation and reporting needed for daily processing of all processes in scope• Challenge current processes/practices identifying improvements where applicable• Assures appropriate service is delivered to customers with specific requirements• Highlights and implements opportunities for process improvement• Support / Lead the country change management processesTeam Key User:Performimg first level support to SAP end users for system and process usage in day to day activities;Serving SPOC for End Users to recognize reported issuesProviding end users training:• Trainings on new functionalities• Requesting and organizing refreshment sessions for knowledge preservation• Providing training and coaching to newly appointed employees• Ensuring successful Knowledge Validation for End UsersProactively collecting and proposing New Business Functionalities, Improvements and providing feedback on existing

Team Key User:Performimg first level support to SAP end users for system and process usage in day to day activities;Serving SPOC for End Users to recognize reported issuesProviding end users training: - Trainings on new functionalities- Requesting and organizing refreshment sessions for knowledge preservation- Providing training and coaching to newly appointed employees- Ensuring successful Knowledge Validation for End UsersProactively collecting and proposing New Business Functionalities, Improvements and providing feedback on existing