Kraków
Responsibilities:
- Interacts with partner leads/managers on a daily basis to ensure right staffing is provided for the respective country
- Reviews field incidents on a daily basis and ensures all has been reported with proper action plans
- Ensures all relevant field inventory has been supplied to drivers on ground without any delays
- Ensure the partners are meeting all the metrics targets as agreed in contracts
- Connects with invoicing and billing teams to ensure expenses are within budgets and all exceptions are approved with proper biz. justifications
- Connects with MIS teams to ensure all driver time sheets are submitted accurately on a daily basis
- Ensures device collection and safe storage once the program ends for the relevant market
- Helps to create market closure report for the respective market once it ends
General Business & Stakeholder Management
- Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
- Identify and suggest Business improvement opportunities.
- Identify and drive opportunities to enhance service delivery and Customer experience.
- Update trackers Create,Update tickets,service works, update required applications and tools.
- Extensive Project Management of teams
- Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder and also ensure the Process Manager is informed of new issues.
- Provide updates and submit reports related to own area of work.
- Knowledge Management,Ensure SOPs are reviewed per the agreed frequency.
- Customer Relationship Management, Provide information, educate customer troubleshoot probe and fix issues.
- Manage stakeholder relationships.
- Ensure Team Productivity levels are achieved as per the targets set year on year.
- Process Improvements and Process Adherence,Provide information, educate customer troubleshoot probes and fix issues.
- Ensure process delivery in the respective groups is as per the SLAs.
- Complete all mandatory training and certifications for self and team.
- Implement communication structure to ensure process and procedural updates are shared effectively.
- Lead and contribute towards process excellence initiatives.
- Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.
- Reporting to the manager on performance status and any escalations.
- Guide and mentor team members from a process perspective to ensure delivery of SLAs
- Field Operations experience managing global locations
- Conduct team building activities to enhance motivation.
- Conduct knowledge transfer sessions for new joiners in the team.
- Support recruitment efforts for the team.
- Contribute to and participate proactively in knowledge sharing sessions.
- Participate and contribute to organizational activities.
- Provide work direction and guidance to team members.
- Establish systems and procedures in the team.
- Allocate work and tasks to the team.
- Report to the manager on performance status and any escalations.
- Facilitate and participate proactively in knowledge sharing sessions.
- Conduct team building activities to boost motivation.
- Conduct process training or refresher training if required.
- Review Quality scores/ provide feedback/ recommend refresher training if necessary
- 10% in-country travel may be needed
Your profile
- 5 - 6 years of experience in handling teams.
- Field operations knowledge is a plus
- Knowledge of different tools/application required
- Planning, organizing, prioritizing and time management skills
- Good Knowledge of MS-office, Excel and Data Crunching/ Analysis
- Flexibility to work in different shifts (if required)
- Eye for details with good written and verbal communication
We offer
- Medical care with dentist for you and your family
- Cafeteria benefits & multisport card
- Recognition program
- Employee Assistance Program- emotional and wellness support
- Opportunities to develop: co-financed training programs, free training platforms
- Opportunity to make a difference: volunteering programs
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