Shared Services Analyst I/Team Lead, Issue Resolution Operations (Obispado) (San Luis Potosí)

Role Purpose

Provide daily operational and functional support through customer engagement and issue resolution. Support driving complex operational process issues to closure. Investigate and identify root‑cause issues for issues self‑identified or highlighted by customers. Engage across the CSS service portfolio to proactively understand and meet customer needs. Build cross‑stream knowledge across the CSS service portfolio. Build and maintain the engagement with EMEA data entry team and Issue Resolution Operations. Liaison for escalation and process improvements between EMEA and NA regions.

Key Responsibilities

• Lead team of IRO coordinators focusing on operational priorities such as timely responses to changing business needs (i.e., invoice volume fluctuations) and forecasting & assigning work allocations (i.e., S4L, Salesforce, MEs, Workflow) to achieve daily volume targets.
• Oversee team calendar and mailbox (i.e., phone coverage/out of off...