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.
Currently we are looking for candidates for the position of:
This is a key role in the operational management structure of the Krakow Business Centre. As a successful candidate you will lead one or more service delivery teams totaling to up to 150 FTE. You will be responsible for the end-to-end performance of your client accounts both from operational and financial perspective. On a day-to-day basis you will work with Deputy Service Delivery Managers and Team Leaders to ensure high level of customer service and robust operations aligned to policies and procedures. The duties and expectations outlined are not exhaustive and may change as would be expected operating at a management level.
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Maintaining agreed KPI’s and performance targets to achieve required service levels.
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Managing workload and work streams to optimum efficiency according to changing volumes and circumstances.
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Maintain good day to day working relationships at appropriate stakeholder level within client organizations.
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Owning resource and succession planning.
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Planning business needs and managing staff and budget outcomes in line with expected expenditures.
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Providing positive leadership to develop and maintain a team ethos.
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Pro-active identification of potential and extant service delivery problems and escalation of same to the Head of Operations in the first instance.
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Adhering to all relevant Capita Group Policies & Procedures and Quality standards plus Krakow Business Centre governance and business processes, including use of supporting systems.
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Working hand in hand with Transition team, managing project transformation and transferring responsibilities and service activities from the customer to Krakow site.
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Seeking to improve processes continually and identify additional potential opportunities for service provision within client organisations.
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5-10 years job experience in BPO / SSC industry.
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Experience of management responsibility for sizeable team.
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Performance management of individuals and teams.
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Understanding of budgetary and resource requirements.
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Experience in an English-speaking environment for a multi-national company.
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Use of management information to make recommendations for improvement.
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Experience of managing client relationships within a BPO or Shared Services environment.
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Very good oral and written English language communication skills
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Very good knowledge of other languages will be an asset
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Experience of Microsoft Office packages at a good level
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Educated to degree level.
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Work in an international and multicultural environment
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Opportunity to work in a market leading organisation
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Opportunity to develop your career in a growing organisation
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Competitive salary and benefit packages
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Training and development opportunities within the company