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SLM Analyst

Date:  23-Jun-2022
Country:  India
Function:  Not Applicable

SLM Analyst

About Us

Olam International is a leading food and agri-business supplying food, ingredients, feed and fibre to over 19,800 customers worldwide. Our value chain spans over 60 countries and includes farming, processing and distribution operations, as well as a sourcing network of 4.8 million farmers. Through our purpose to 'Re-imagine Global Agriculture and Food Systems', Olam aims to address the many challenges involved in meeting the needs of a growing global population, while achieving positive impact for farming communities, our planet and all our stakeholders. Headquartered and listed in Singapore, Olam currently ranks among the top 30 largest primary listed companies in terms of market capitalisation on SGX-ST.

Olam Information Services (OISL) is a captive subsidiary of Olam International, Singapore offering IT Services & Global Business Services across its operations in 65 countries in Asia, Africa, EU & Americas. In Chennai, we currently have onboard more than 1000 highly motivated employees. Olam Digital has received International Innovation Award 2019 for Best Services and Solutions.

Olam Global Business Services (OGBS) is a captive unit that offers End to End business process and analytics solutions. OGBS currently offers its solutions in 6 Platforms: Finance, Supply Chain, People services, Risk & Market Compliance, Big Data Analytics and Business Intelligence. At this moment, OGBS is located in City of Chennai, India and provides its services to over 20 countries. Olam GBS has received Best Shared Services in India Award – 2019, by Shared Services Forum and Asia’s No.1 Shared Services in Process Improvement and Value Creation, 2019 by Shared Services and Outsourcing Network Forum.

Job Summary

The objectives of Service Level Management Analyst are to Define, document, agree, monitor, measure, report, and review the level of services that are being provided. Make sure that the targets which are set are precise and assessable. Monitor the levels of customer satisfaction and improve them.

Job Description

  • Managing, and administering service management best practices
  • Monitoring SLA performance for compliance with organizational needs and requirements.
  • Facilitating communication between respective departments and its clients in order to define and maintain the SLAs required for each business unit
  • Performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence
  • Plans and schedules the Service Performance Review meetings and document the results and actions
  • Implement improvement initiatives identified in Service Reviews
  • Providing the performance data required to make informed decisions regarding SLAs.

Profile Description

  • Postgraduate with at least 6 years of experience overall, and at least 3+ years of experience in handling Service Levels Management/Contracts/Governance with mid-sized/large-sized organisations
  • Able to produce regular reports/MIS/dashboards on service performance and achievements to the customer and internal stakeholders
  • Able to to monitor and track SLAs across different verticals against the agreed metrices and service levels
  • Should have excellent organisational and analytical skills, strong attention to detail and the ability to work in tight deadlines
  • Good communication, interpretation, and comprehension skills, proactive and good in numbers
  • Willingness to work in different time zones and willingness to travel (short, informed trips) based on the business needs.

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