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Managing Director Customer Service

The next
Industrial multinational organization needs a Managing Director, who will be responsible for the overall operational effectiveness and performance delivered by its SSC in Asturias.

The successful candidate’s performance will be measured according to the quality of service delivery and success of initiatives to improve end-to-end process (in terms of time, cost and quality).

One of the main responsibilities of this role focuses on Delivery Commercial & Service Management, for which timely and correct delivery is expected, according to SLA’s and KPI framework, ensuring high level of delivered quality and high customer satisfaction.

Another area of influence will be Process Management, where will need to assure consistency across end-to-end processes and provide process expertise and capabilities.

Responsibility over continuous improvement and timely implementation of process changes will also be required in this area.

Finally, as far as Project Management & Leadership is concerned, the successful candidate will be responsible for office and infrastructure, local finances, local recruiting and HR management including managing staffing pyramid, the availability of the right skills, levels and attrition.

Besides, he/she will be in charge of steering and supervision of respective Team Leads.

The SSC Managing Director will report to the Executive Committee and will manage direct report of the Team Leads.

Also will manage support functions within SSC (HR, Controlling, Communication and Administration)

He/she will act as interface to customers (BU or process responsible) and counterparts will be functional leads on group level.

Requirements for this position include 3-5 years of experience as Center Lead for an international operating company, 7-10 years of experience within Customer Service and Order Management, end-to-end Order to Cash expertise and experience in leading international teams. As for languages required, Spanish and English are a must and German skills will be a plus.

Resumen

Tipo de trabajo
Permanente
Industria
Energía y Minería
Lugar
Asturias
Sector
Contact Centres
Salario
En función de experiencia
Ref.:
1060504
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Hablar con un consultor

Hablar con Gema Francisco, la persona que lleva esta posición, en la oficina de Bilbao

Hays Bilbao, Calle Ibáñez de Bilbao, 28

Teléfono: 944238717

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