Relationship Manager

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Experienced Professional

FUNCTION:  Finance

LOCATION:  Costa Rica

The Role:

• Provide recommendations for and monitor to completion of GBS process and policy improvements using operational metrics, survey results, and other key performance indicators.
• Discuss strategic topics, progress of initiatives and action plans, results and metrics with stakeholders including Functional Senior Management.
• Steer global/ regional priorities and projects in partnership with the operational services lines.
• Develop and maintain highly effective relationships with Functional Partners to ensure full engagement and open lines of communication.
• Liaise and collaborate with other relationship managers within the group to execute business initiatives.
• Ensure the alignment and sign-off of the Service Level Agreements with the end markets under GBS scope.
• Ensure execution of compliance related activities during the year. 
• Ensure effective delivery and execution of processes through collaborating with service lines to translate policies into operational processes, identifying key controls, capacity planning, driving improvement and measuring performance.
• Manage process delivery escalations and partners with service lines and Global Processes Leads to deliver resolutions including incident reporting. Ensure all stakeholders are kept regularly informed of progress to closure.
• Play the role of an advisor/partner and build strategic relationship with Country, Regional, functional partners to identify sustainable actions, drive common practices and eliminate pain points.
• Exercise due diligence and proactively collect feedback through diverse channels to enhance level of service.
• Lead change management and standardization efforts.
• Drive opportunities for operational efficiency and digitization of current processes.
• Drive GBS communications and Customer/ Partner Engagement Strategy
• Identify, escalate and follow up any compliance risk inherent in any situations

Essential Requierements:

• Extensive experience working in a Global Business Service environment
• Experience of working in a virtual team, with appreciation of cultural diversity across the globe / region
• Exceptional communication and facilitation skills to handle conflict and negotiations
• Demonstrated success in identifying and resolving issues, with appropriate escalation
• Exceptional customer service skills.
• Degree or postgraduate degree qualification
• Fluent English
• Ability to challenge the status quo and implement process improvements to continually improve the customer and functional partner experience
• Ability to work in an environment where compliance with processes and procedures is of priority
• Demonstrates effective presentation skills. Strong oral and written communicating skills and articulation abilities. Articulates viewpoints precisely; adopts cognitive and behavioural skills to communicate to a specialist and non-specialist audience.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!