Experience and attributes required: · 5 Years or more post qualification experience · Fluent English · Proven track record in a service delivery management (position in a BPO centre(s)) · Excellent People management skills with experience of performance management · Customer Focus · Excellent client management and relationship building skills · Strong ability to communicate with multiple stakeholders including internal and external · Excellent financial acumen · In-depth knowledge of service delivery tools/approaches, CI methodologies Job purpose: · Support the delivery of all BPO services in our Lodz centre, Poland. Work as a peer with each of the Function Managers/Relationship Managers within Finance & Accounting (F&A) and Customer Relationship Management (CRM) areas. · Work with Supervisors locally and Function/Relationship Managers to obtain the best performance from each team. Review reporting on a daily, weekly, and monthly basis. Coordinate the daily interaction with all Supervisors and support the local human resource management policies and procedures. · Liaise with all local delivery teams in reviewing and improving communications with both internal and external stakeholders. · As a key member of the management team in the Polish Centre, work with the General Manager to affect the key performance metrics in line with the Irish centre. · This is a critical role which places this manager as the key point of contact in the escalation process for the Lodz centre. Key responsibilities and accountabilities: Client Service: · Focus on the client service delivery · Understand and support in the delivery and reporting of all SLA’s & KPI’s · Promote continuous improvement through work programmes within all contracts · Analyse all customer complaints that have been escalated to management level, produce a report on corrective action and further monitoring · Assist Function Mangers/Relationship Managers in the pack preparation and when appropriate attend Client reviews Team Management: · With Function Mangers/Relationship Managers and Supervisors ensure that each of the contracts are adequately staffed at all times · Assist in the cross training and scheduling for all contracts · Work with the contract team to improve efficiencies and motivation, set-up key monitoring points to demonstrate improvement · Actively be involved in the recruitment of key roles within operations and the approval of appointments made by functional leads · Advise/support functional leads on people management issues, disciplinary issues with the delivery teams Quality Control: · Promote, measure and affect the quality of all service delivery · Ensure appropriate controls are implemented · Support any audit processes and support the execution of all recommendations Transition of services into the centres: · Support the business development team with tenders/potential clients · Support the Transition/Project Manager and team during the migration project Service Delivery: · The following should be done in conjunction with the Function/contract leads: · Ensure that all targets, SLA’s and deadlines are met · Review performance against service levels and address any resultant issues · Actively manage risks · Resolution of escalated issues · Assign priorities · Ensure all process documentation is regularly updated · Approve or decline change requests, in consultation with account managers Continuous process improvement: · Ensure that processes are performed efficiently and that continuous improvement (CI) projects are introduced · Work with account managers to explore opportunities to increase value to both parties – client and SouthWestern · Share best practices within all contracts
Reklama: Gabinet stomatologiczny – stomatolog Białystok
Tagi: lodz