Capgemini Business Process Outsourcing is one of the first and the biggest outsourcing centers in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. BPO employs over 3400 specialists in its offices located in Krakow and Katowice.
Payroll & Benefits Team Leader
Place of work: Kraków
Ref. no P&BTL/KRK/Praca.pl
Position purpose
The purpose of this role is to manage the respective teams to deliver high quality, professional and proactive service to the client, within agreed SLAs. It also includes management of day to day team’s issues and escalations, as well as building and maintaining positive and supportive team and continuous work on efficiency improvement.
Main accountabilities
- Demonstrate knowledge of processes and procedures relevant in Pay & Benefits area
- Supervise the team to deliver high quality, professional and proactive day to day service to the Client, with agreed SLA’s
- Handle regular communication with the Client counterparts and build relationship with them for the future delivery
- Manage day to day team’s issues, flag and mitigate them and manage escalations.
- Process client’s escalations
- Keep all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
- Participate in preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
- Analyse the related management reports to observe trends and introduce improvements
- Manage processes according to Capgemini methodology
- Continually seek out ways to improve Client satisfaction
Requirements
- Very good command of spoken and written English
- Broad experience in leading a multinational team
- Knowledge of process-related tools (SAP, Taleo)
- Experience in transition projects is an advantage
- Ability to work to tight deadlines
- Very good communication skills
- Strong people management skills
- Good knowledge of MS Office
What we offer
- You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
- You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.
- You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.
- You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
- You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)
