The Post Service Center (PSC) is an important part of the renewing Posti and customer experience. We deliver support services that meet customers’ needs quickly, cost efficiently and reliably. The Posti Service Center provides support services in sales and customer service, F&A, sourcing, HR and payroll process areas. Our aim is to utilize the latest technology and best practices in our operations, in order to build more efficient processes and better services. Welcome to build a world-class service center for Posti.

Are you looking for an excellent possibility within shared service center development and digital transformation?

We are looking for a

Head of PSC Service Excellence

Who gets energized in developing and digitalizing (customer) service processes and tools, and building good partnership between service center and its customers.

In this position, you will drive the transformation of the Posti Service Center service model by continuously discussing the needs of the business and benchmarking the best practices.

You will own Posti Service Center’s service tools and ticketing process. You are enthusiastic in building user-friendly, best fit self-service channels together with PSC Service Areas. The issue to resolution process and Service Level Agreements are the topics you will consult and coach your colleagues in PSC as well as discuss with our customers. In this position, you will be the member of the PSC leadership team.

We expect you to have

• Experience of the Shared Service Center model
• Expertise in service design, channels & delivery mode
• Overall knowledge of ticketing and service management tools
• Excellent Service Now -tool knowledge and development experience
• Virtual customer service process and team management
• Experience of SLA performance monitoring and development
• Management and leadership skills
• You are able to adapt easily to complex environment. Good Communication and negotiation skills

To succeed with us we expect you to be excel in teamwork, to have a can do - attitude and to be able to steer and execute in a large organization. This position is Finland based (Helsinki) and therefore both Finnish and English skills are needed. More important is your attitude and a suitable, strong service design and delivery model knowledge, with relevant SSC background. Additionally, you should adapt to our main principles: customer centricity, efficiency and agility.

Please leave your application by 19th August at the latest.

For more information, please contact VP, Posti Service Center Kalle Kallén tel. +358 50 3877231, best available 9th and 16th of August at 12:00 – 14:00.

Join us to execute the change!