Capita is the UK’s largest business process outsourcing company. We started in 1984 as a Chartered Institute of Public Finance and Accountancy computer services division with just a couple of people on the payroll and evolved into an international company hiring 64,000 staff across UK, Europe, India and South Africa. Since its launch, Capita plc has grown to become a FTSE 100 company generating £3,8bn turnover at the end of 2014. Our goal is simple - to help our huge range of public and private sector clients improve service to their customers.
Capita Poland’s Krakow Business Centre was established in late 2011. We are a multi-disciplinary business process outsourcing centre set up by the Capita Group Plc. The centre provides state-of-the-art services offering employees the opportunity to work for various clients and develop expertise in a wide range of disciplines. At Capita Krakow we deliver multilingual business service that range from managing complex processes to more transparent transactions.
Given our expansion plans in a number of sectors and the addition of some exciting new projects, Capita is currently recruiting for the position of:
The core responsibilities will be to manage and support 3 Team Leaders in order to deliver high level of customer service and world class performance aligned with process guidelines and business needs. The role will include an extensive interaction with client and reports to the Process Owner on client’s side with a dotted line to a Service Delivery Manager locally. The duties and expectations outlined are not exhaustive and may change as would be expected operating at a management level.
-
Accountable for delivery of performance and effectiveness through Team Leaders with a total team of approximately 33 staff at service commencement.
-
Work together with Team Leaders to actively identify priorities and issues to be managed on a day-to-day basis
-
Report performance, highlight operational risks, and provide root cause analysis for breaches.
-
Escalate delivery issues to Service Delivery Manager if required
-
Monitor operational structure and resources to attain the desired team results and targets.
-
Develop staff in order to maximize performance, motivation and retention.
-
Work together with client on continuous improvement of the process.
-
Provide active input into process redesign.
-
Identify opportunities, threats and best practices in order to drive continuous improvement.
-
Contact person for client for process day-to-day inquiries and escalations.
-
Demonstrated experience in supervising larger teams.
-
3 - 5 years of experience in people management.
-
Experience in BPO/Shared Service environment will be an asset.
-
Very good level of English both spoken and written.
-
Customer centric with Can Do approach.
-
Ability to shape process.
-
Ability to cope with ambiguity and change and maintain high level of professionalism when working under pressure.
-
As expected for a management level position, flexibility around the needs of the business as required.
-
Ability to work independently and make decisions as required.
-
Demonstrated strength as a coach and developer of direct report staff.
-
Be a self-starter and able to work independently.
-
High Achiever – exceeding results and targets.
-
A proven ability to lead a team and the capacity to coach and motivate, showing own initiative in problem analysis and their solution.
-
Ability to work well in a team environment and possessing excellent interpersonal skills.
-
Experience in an international and multicultural environment.
-
Good knowledge of MS Office.
-
PC literate.
-
Educated to a degree level.
-
Work for prestigious client in a market leading organisation.
-
Work in an international and multicultural environment.
-
Friendly work atmosphere.
-
Private medical healthcare.
-
Competitive salary and benefit packages.
-
Training and development opportunities within the company