For our Client - international leader in global BPO services - developing its financial and customer BPO center in Cracow, we are looking for:
Global Operations Manager
Kraków
Nr ref.: 5243/MA
Requirements:
- A minimum 8 years of business experience within a large multinational organisation
- Management experience in area of Finances
- Considerable experience of Business Process Outsourcing (BPO)
- Experience within an operations, contact/call centre or shared services environment
- Strong strategic skills ability to take the clients strategy and translate this into an effective operating model
- Project Management of multiple medium-risk/size projects across multiple sites with a strong record of success
- Exposure to process management
- Strong communication and relationship skills
- Extensive experience in reporting to Executive Leadership, preparation of presentations & delivery
- Experience in working across departments and preferably across borders
Responsibilities:
- Leadership of teams to ensure delivery of top results in line targets agreed with Global Process Owners and our Client
- Owns operational result delivery for Collections Leadership to include all aspects of team management and development, metrics and quality optimization and the drive to retain a highly motivated and engaged team
- Owns completeness of desktop procedures ensures that procedures are always up to date
- Provide consistency across service teams in the delivery of global process specific services, ensuring processes and procedures are implemented and maintained
- Act as the key relationship point for our client in respect of Collections activities maintain strong partnership with the client
- Provide input into client Collections strategy (client is strategy owner)
- Implement process and provide recommendations to ensure that processes are in line with best practice. Highlight process risks to client where applicable
- Ensure that the services provided by the services team are continually improved and evolved to meet business requirements
- Ensure that internal controls standards are achieved in compliance with the client contract to achieve a satisfactory rating on all internal and external audits
- Ensure that customers data privacy can be achieved
- Act as owner for client change requests relating to Collections activities
- Act as solutions architect to on-board all new Collections activities in line with client expectations and in line with best practice
- Global escalation point of contact to our client for Collections
- Be a key member of the management team contributing to the leadership of the business
We offer:
- Exciting opportunity to have a real impact on our core business
- Possibility to drive challenging international projects
- Enjoyable work place full of enthusiastic and driven people
- Attractive remuneration package including a wide range of benefits