Shared Services Analyst I/team Lead, Issue Resolution Operations

**Date**:May 8, 2025**Location**: Obispado, NLE, MX, 64060**Company**:CorningRequisition Number: 68513**The company built on breakthroughs.****Join us.**Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.How do we do this? With our people. They break through limitations and expectations - not once in a career, but every day. They help move our company, and the world, forward.At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.Come break through with us.Corning’s businesses are ever evolving to best serve our customers, industries, and consumers. Today, we accelerate and transform life sciences, mobile consumer electronics, optical communications, display, and automotive markets.We are changing the world with:- Trusted products that accelerate drug discovery, development, and delivery to save lives- Damage-resistant cover glass to enhance the devices that keep us connected- Optical fiber, wireless technologies, and connectivity solutions to carry information and ideas at the speed of light- Precision glass for advanced displays to deliver richer experiences- Auto glass and ceramics to drive cleaner, safer, and smarter transportation**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- Lead team of IRO coordinators focusing on operational priorities such as:- Timely responses to changing business needs (i.e. invoice volume fluctuations)- Forecasting and assigning work allocations (i.e. S4L, Salesforce, MEs, Workflow) in support of achieving daily volume targets- Oversee team calendar and mailbox (i.e. phone coverage/out of office)- Main POC for Finesse and CUIC reporting responsibilities- Support the development of team talent by identifying opportunities for enhancing skills through training and experiential learning**Key Responsibilities**:- Lead team of IRO coordinators ensuring operational support coverage- Establish daily work allocation goals- Ensure the timely reporting of metrics- Represent IRO as primary project receiver and coordinating support with team as necessary- Supports complex operational processes- Provides support for inquires, issues, and requests from assigned areas- Assists operations in achieving and maintaining compliance with policies, procedures, and standards- Match Exceptions management and customer facing issue resolution- Phone line coverage- Answer phone lines according to assigned schedules- Build competency in Knowledge Management to appropriately respond to customer inquiries/needs- Create and update Knowledge Base Articles in a controlled approach as new information becomes available- Case Management/ Root cause analysis/escalations- Demonstrates process control and process discipline- Ability to propose and implement solutions for routine problems with little direction from Manager- Champions capabilities (PBI, RPA, DAaR, PEx/BPE, etc.) to improve efficiency and effectiveness of processes served- Supports service expansion and global service delivery strategy- Ad hoc support across all service areas**Experiences/Education - Required**:- Bachelor’s degree in business administration, Finance, or related field- Experience working on cross functional teams to solve complex business problems- 2 or more years of relevant experience in Finance-related operations- Excellent problem solving, analytical and decision-making skills and exceptional follow through- Possesses continuous improvement mindset- Ability to prioritize work, manage multiple priorities, meet deadlines, and work proactively and independently in a fast-changing environment- Strong organization skills, process rigor, attention to detail, responsiveness- Ability to work well in a team and independently- Proficient with Microsoft Office products including Word, Excel, Power Point- Strong communication skills (written, verbal) in both English and Spanish**Desired & Soft Skills**:- Working experience with PeopleSoft, SAP, Salesforce- Performance Excellence knowledge (Six Sigma, lean processes)- Proactive and confident, with the ability to influence others- Pos