Service & Process Analyst

Amway is the world's #1 direct selling company and one of the largest family-owned businesses globally. Since 1959, we've been empowering people with innovative solutions and over 450 premium products in nutrition, beauty, and home care. Sold exclusively through our network of independent distributors and our webshop, our products help millions live healthier, more vibrant lives. With a presence in over 100 countries and $7.4 billion in revenue in 2024, Amway continues to lead the way.

Our top brands? Nutrilite – the world's #1 brand of vitamins and supplements, ARTISTRY – high-performance skincare and beauty, and eSpring – cutting-edge water filtration systems.

Purpose of the Role:

The Service Management function will manage the service scope and performance across all process areas to all markets supported by GBS (regionally), following GBS policies and strategic objectives.  Implement a customer-oriented culture and ensure continuous improvement in performance and customer satisfaction. This function will also co-lead the development and maintenance of a long-range roadmap for Service Management and support the Global Process Owners in the design and execution of the Maturity Roadmap.

Process Analyst supports the Service Management function to provide advice and analysis to the GBS Management Team to assist decision-making, in line with rules, policies, procedures, and legislation. Process Analyst identifies business needs and determines solutions to business problems by working cross-functions with different stakeholders and executives.

Primary responsibilities:

• Report to  Global Service Manager, close cooperation with Global Process Owners and Transformation Team
• Ensure global alignment with peer Service and Process Analysts to promote standard GBS practices and processes
• Provide analytical and reporting support to GBS Finance function
• Extract and analyze service and process data to:
  - support strategic and tactical decision-making,
  - assist in long-range business planning,
  - evaluate the effectiveness of different organizational initiatives
• Monitor and report agreed Service Levels across functions, processes, and teams, on a regular basis. Support Global Service Manager in the definition, and development of new key performance measures.
• Identify best practices to further the development of solution-oriented improvement programs
• Generate ad hoc and recurring reports and analyses to assist in tracking various aspects of process and service performance
• Support in the implementation and maintenance of the performance and the service management governance model, policies, processes, tools, and templates
• Supports Innovation Funnel process and Demand Management process, collaborating with the Global Process Ownership team, process managers, and SME (Subject Matter Experts) community.
• Propose and implement automation options for optimal Service Management
• Lead small to medium-scale projects within the Global Process Excellence function, as agreed with Global Service Manager

Required Knowledge & Skills and/or Related Experience:

• University degree in Finance, Computer Science, Economics or related field 
• Very good language skills in English
• Advanced knowledge of MS Office applications (Excel, Outlook, Word, PowerPoint)
• Experience with ERP accounting systems (e.g., Oracle and JDE) – nice to have
• Practical knowledge of Tableau, Alterix, Power Query, and Power Bi
• Excellent analytical skills
• Strong attention to details
• Customer-centric mindset
• Service oriented and professional working approach
• Proven analytical background
• Excellent communication skills, clarity of thought and ability to translate complex raw data into simple, powerful and easy to communicate key messages & insights
• Ability to develop and maintain effective and productive relationships, including ability to influence, negotiate and manage conflicts effectively and constructively with clients, vendors and peers
• Process excellence approach
• Problem-solving skills
• Self-reliant, proactive and highly motivated
• Ability to work in a multicultural environment
• Ability to work under pressure and work within tight deadlines
• Ability to work independently with minimal supervision
  
  

What you can expect from us:

• Hybrid Work model (3 days from the office)
• Private medical care in LuxMed Group
• MyBenefit Cafeteria Platform (with Multisport card available)
• Group Life Insurance
• Additional day off for your Birthday
• Additional two days off per year for voluntary activities of your choice
• Employee discount for high-quality Amway products
• Annual Bonus depending on the yearly company and individual performance
• Various portfolio of internal and external trainings: professional certifications, access to the e-learning platform
• Possibility of growth within the organization
• International team environment
• Numerous company events and office initiatives
• Family atmosphere with no formal dress code
• Attractive office location in the heart of Krakow (High 5ive, Pawia street)