Fleet Operations Sr. Analyst Americas

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Job Description:

The Professional Fleet Operations will serve as a senior analyst supporting the execution operational governance routine and continuous improvement of Fleet Operations across North America and LATAM. The scope is focused on operational support ServiceNow case management vendor follow-up data analysis reporting documentation project coordination and stakeholder support for regional fleet activities.

The ideal candidate is a structured customer-focused and analytical professional with experience in global services vendor coordination data management and project execution. This individual must be able to operate across countries functions and suppliers ensuring service discipline process visibility control compliance and timely resolution of operational needs.

Key responsibilities

ServiceNow case management and employee support

• Manage triage follow up and support closure of Fleet-related cases received through ServiceNow ensuring accurate categorization timely response SLA discipline and complete documentation of actions taken.
• Serve as a regional support point for employee and stakeholder inquiries related to company car administration vehicle lifecycle events replacement status insurance coordination transfers renewals and other fleet operational topics.
• Prepare standard responses knowledge inputs and guidance materials to improve clarity reduce rework and strengthen the employee experience.
• Responsible for case management triage partnering with stakeholders to complete case to closure. If required escalate complete sensitive or high-risk cases.

Regional fleet operations support

• Support day-to-day fleet operations activities across North America and LATAM including follow-up with fleet management companies internal teams and external vendors.
• Coordinate inputs and documentation related to vehicle assignment replacement cycles vehicle sale/return processes lease or ownership status insurance plates records and other country-specific operational requirements.
• Monitor open operational actions and service risks helping ensure continuity of service and timely resolution of issues impacting employees business units or supplier performance.
• Support alignment of local practices with global fleet policies SOPs regional governance expectations and documented operating procedures.

Vendor coordination and service governance

• Coordinate operational follow-up with fleet management companies and other service providers ensuring timely updates issue tracking and escalation of service gaps.
• Support supplier governance routines by preparing agendas action logs status updates SLA inputs issue trackers and meeting minutes.
• Track vendor commitments pending actions and service risks following up with accountable owners until resolution.
• Provide operational data and documented inputs to Procurement Finance Legal Compliance or HR teams when required without assuming sourcing negotiation award or contract execution accountability.

Project coordination and continuous improvement

• Participate in regional and cross-functional projects related to fleet vendor transitions process harmonization policy updates audit readiness digital enablement service model changes and operational transformation initiatives.
• Maintain project trackers action logs timelines risk registers meeting notes and stakeholder updates to support disciplined execution and decision-making.
• Identify opportunities to simplify processes strengthen controls automate reporting and improve visibility across North America and LATAM fleet operations.
• Support implementation of new processes tools templates communication plans and training materials for employees internal teams and suppliers.

Data reporting and documentation

• Prepare and maintain operational reports dashboards and executive summaries related to case volumes SLA performance fleet status vehicle lifecycle supplier performance open risks and project progress.
• Analyze data to identify and escalate trends gaps root causes service risks and improvement opportunities across countries and vendors.
• Maintain accurate regional trackers system records case notes evidence files and operational documentation to support traceability and decision-making
• Prepares input and drafts presentation materials executive bullets and status updates for regional leadership governance forums and cross-functional stakeholders.

Compliance controls and audit readiness

• Ensure activities are completed in alignment with fleet guidelines applicable SOPs local requirements approval controls and documentation standards.
• Maintain evidence and documentation required for audits compliance reviews supplier validations and internal controls testing.
• Support remediation of documentation gaps including transaction support sales evidence case records invoice-related evidence and process approvals as applicable to Fleet Operations.
• Promote a control-oriented mindset across daily operations ensuring transparency accountability and timely escalation of potential compliance risks.

Qualifications

• Bachelor degree in Business Administration Industrial Engineering Operations Management Supply Chain Project Management Finance or related field.
• Minimum of 2 years of experience in shared services customer service operations vendor coordination data/reporting project coordination or related roles. Experience supporting North America and/or LATAM is highly desirable.
• Fleet operations experience not required. Candidates with fleet experience or global services experience preferred.
• Experience managing operational cases or tickets through ServiceNow or similar workflow/case management tools is preferred.
• Strong operational follow-up documentation and stakeholder management skills with the ability to manage multiple priorities deadlines and countries.
• Strong analytical capability including advanced Excel skills; experience with Power BI dashboards data visualization or reporting automation is a plus.
• Ability to coordinate with suppliers and internal functions including Procurement Finance HR/Total Rewards Legal and Compliance while maintaining clear role boundaries and accountability.
• Excellent communication skills with ability to prepare clear employee responses executive updates meeting minutes governance materials and process documentation.
• Advanced English and Spanish communication skills written and spoken. Portuguese is desirable.
• High attention to detail service mindset sense of urgency ownership and ability to work effectively in a matrix and regional environment.
• Demonstrated understanding of AI concepts and frameworks including awareness of responsible and ethical AI practices and experience generating effective prompts to boost efficiency and productivity.

Core competencies

• Customer and employee experience orientation
• Operational discipline and follow-through
• Strong analytical thinking and problem-solving skills
• Vendor coordination and service governance mindset
• Project coordination and change management capability
• Compliance controls and documentation rigor
• Collaboration across regions functions and suppliers
• Continuous improvement and simplification mindset

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