Recrutam un Services Center Director pentru una dintre cele mai mari si mai cunoscute corporatii multinationale din lume, cu prezenta in peste 170 de tari. Jobul este in Bucuresti.
Primary Function:
- The Director of Romania Services Center is responsible for the day-to-day center operations and the process delivery, in close collaboration with the Regional Delivery Director.
- This role is responsible for HR/People strategy for the center, including the attraction, retention and development of talent as well as detailed knowledge of the Romania talent market.
- This role is responsible for managing all KPIs and SLAs within the captive center (including Customer Experience metrics)
- He/She is also responsible to drive a Continuous Improvement culture in the center to provide benefits to the business
Working Relationships:
- Reports to: Regional Delivery Director Europe (Frankfurt) and to Global Lead Supervisor
- Supervises: 3 management level individuals
- Peer Relations: Region Center process/business implementation leads.
Dimensions:
- Staff Size: Direct line reports, up to 20. Indirect reports, 300
- Service catalog covers 40+ processes.
- Scope: Romania Center resources and HR Strategy
Principal Duties & Responsibilities:Â Manages the day to day operations and delivery of processes in the Romania Center.
Operations:
- Assures quality and timeliness of service delivery
- Ensures that results are in accordance with agreed metrics and the operating plan
- Oversees the enhancement of the processes & services by implementing Continuous Improvement initiatives
- Manages resources and work environment of a captive center
- Allocates resources based on demand
- Identifies, implements and manages process and facilities modifications
- Owns delivery against budget for captive center cost and continuous improvement pipeline
- Ensures pipeline, skills and capabilities exist, and are developed within the Center
- Drives execution of digitization innovation through the center
- Be an advocate for six sigma and process excellence
- Resolves escalated issues
Talent management:
- Maintain a strong external focus to lead innovative approaches that solve staffing/talent needs unique to the Romania Center.
- Provide strategic planning around sourcing of talent, retention and on-boarding and development of employees. Establish linkage/understanding of Romania labor market and labor laws.
- Build the HR acumen and skillset of the local Bucharest HR team.
Leadership:
- Lead a global team of up to 3 management level direct reports.
- Leverage and provide coordination to tower leads in Romania center, as well as consulting partners
- Provide clear work direction aligned to short- and long-term people strategies
- Establish clear roles & responsibilities and continue to extend the team’s capabilities
Required Leadership Competencies:
- Excellent judgment in dealing with sensitive materials, confidential information and urgent issues.
- Authentic individual with impeccable integrity whose personal and professional values and behavior are consistent with Group’s mission, vision and leadership framework.
- Egoless style: someone who puts the interests of the broader team and Group’s goals ahead of their own personal agenda.
- Confident, well prepared leader with the courage to advance the goals of the organization at the senior level; knows how to keep messages tuned to right levels, whether with executives or more junior coworkers.
- Highly innovative and creative yet create effective processes that can move an organization forward. Mission-driven individual.
- Collaborative facilitator who develops relationships; Listens actively and manages conflicts/disagreements to allow a variety of perspectives to be heard and considered.
- Excellent relationship building, interpersonal and influence skills with clients and colleagues. Anticipate the needs of stakeholders and ask the right questions.
- Bright individual with strong ability to combine analytical reasoning, creativity and judgment.
- Able to define strategy and deal effectively with strategic issues, while also bringing the strategy to life through strong project management skills and the ability to get results through both self and others.
- Strong work ethic and results-driven. Delivers against commitments and is highly accountable.
- Demonstrated focus on customers; strong business understanding
Work Environment:
Job is subject to extremely tight time schedules and varying priorities. Travel is typically required 10-15 percent of the time. This position requires regular attendance and punctuality in accordance with Group policies. Additionally, the ability to interact well with other employees and work overtime, as necessary, is required.
Required and Preferred Education & Experience:
- Bachelor’s Degree
- 5-10 years’ experience with broad managerial, functional service/project experience, or outsourcing management experience
- Experience in leading large multifunctional teams in a matrixed reporting environment
- Supervised managers of multifunctional or global teams reporting to him/her in the past and ideally worked in an operations environment
- Experience working for a multinational organization where s/he would have worked with colleagues internationally
- Experience working in a shared service and/or process-driven environment is required. Skills in LEAN tools and techniques is preferred
- Ability to look cross functionally and weigh competing ideas and priorities
- Ability to influence overall business results while managing the risk profile of the business
- Ability to lead and sustain business and cultural changes
Comentarii (3)
Candidez. Te rog spune-mi ce trebuie sa fac.
Vezi sa nu iesi pe locul 2. Exista niste puncte secrete pe aceasta pagina, de unde, intr-un final, vei putea cumva, candida. Dar nu mai stii la ce ! He he he
Daca nu e „british humour” comentariul, candidatura e caduca.