Abbott is currently looking for a Global Access Administration Team Lead to join our Business Technology Services (BTS) located at Madrid, Spain.
In this role, the individual will be responsible for overseeing the Access Administration operation team & responsible for day-to day operation activities.
Supervise day-to-day activities of Global Access Administration operation team in Europe and POC for all the EMEA operation escalation.
Main Responsabilities :
May directly supervise employees & contractors in the operation team. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
addressing complaints and resolving problems.
Supervise day-to-day activities of Global Access Administration operation team in Europe and POC for all the Europe operation escalations.
Provide Dailey work instructions, oversight and act as point of escalation for team within Global Access Administration.
Primary contact within support team for day-to-day ticket management activities. Provide & monitor metrics and ensure individual and team performance is in line with SLAs and customer agreements.
Determining daily priorities, ensuring efficient and on-time delivery of project tasks and milestones, follows proper escalation paths and managing customer relationships.
Priorities and assign operational tasks to ensure the team’s resources are used effectively & projects are implemented in accordance with Team’s goals & project plans.
Responsible for creating and providing all different types internal & external operation metrics.
Act as operations liaison between IT and business areas.
Provide input and recommendations to improve daily operations within the department.
Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
Monitor GAA weekly & Monthly surveys & follow up with respective GAA personal to ensure the ticket resolution and customer satisfaction.
Fostering a customer service culture that strives for 100% customer satisfaction with clear verbal and written communications.
Develop and maintain positive working relationships client end users while delivering superior customer service.
Responsible for compliance with applicable corporate and divisional policies and procedures.
Minumum Requirements :
IT Bachelors / Engineering degree or equivalent experience.
Minimum 3-5 years in IT Business Technology Services functions + supervisory experience.
Technical Skills : Working knowledge of Excel, Visio, Word and PowerPoint. Power BI and reporting experience is a plus.
Other tools : O365, ServiceNow, SailPoint. IAM (Identify Access Management) experience is a plus.
Leadership : proven track record in a similar position supported by management.
Excellent product and industry knowledge.
Strong understanding of key stakeholders and customer dynamics.
Strong solution selling and relationship building skills.
Customer orientation : successful engagement with customers.
Excellent communication skills.
Ability to identify and drive resolution of issues.
Long-term, strategic focus on account.
Strong experience in use of analytical tools and software.
Language Proficiency English & Spanish