Job Summary
Main responsibility is to coordinate the team activity, maintain relation with stakeholders and ensure KPI fullfilment.
Business Role
Team Leader different functions
Location
Bucharest, Romania
Numbers
TBD
Functional Role
Reporting to
Direct: Operations Manager
Responsibilities
- Acts as primary point of contact for process questions for team members;
- Acts as SPOC for process stakeholders and team members
- Delegates tasks and sets deadlines for the team members
- Ensures that the results and KPIs/SLAs get achieved at process level, manages the flow of day-to-day operations, monitors the quantitative and qualitative achievements of the team; and guidelines compliance
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Ensures timely escalation or reaches out for help in case of critical situations in the process or teams either to the local/GBC Leadership or to the Process/Country Leads and Commercial Excellence Team
- Supports the company in implementing best practices for processes and proactively identifies, proposes and implements continuous improvement opportunities in existing processes within the team
- Participates in the recruitment and onboarding of the new people, based on needs
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Act as primary contact for local organization in terms of coordination and servicing
- Liaises with internal stakeholders across different towers of the company, as well as external customer stakeholders to coordinate and promote service delivery excellence of the company to the customer
- Manages quality and internal control action plans following the detection of discrepancies
- Continuously strive to build a culture of high-performance
- Encourage creativity and risk-taking
- Suggest and organize team building activities
- Team Leads can act as and support the process based on needs
Qualification criteria
Academic : University degree diploma in the area of business administration, master’s degree is a plus
Experience : 5+ years of experience in a fast paced, customer focused environment (direct customer contact), experience in people management, teams or individuals
Experience in business management, experience in handling direct or indirect customers
Proven leadership skills
Certifications : business administration or others
Language skills (refer to CEFR):
-> depending on project requirements / not necessarily language dependent in all projects:
- -for Germany: German B2/C1, English B2
- -for France: French B2/C1, English B2
- -for Switzerland: German B2/C1, English B2, French B2
- -for Belgium: English B2 / French & Dutch A2 (not mandatory)
- -for Netherlands: Combined with Belgium – EN B2
Skills and competences:
Demonstrates ability to effectively utilize technology platforms including
- MS Office
- Windows Apps
- SAP (eligible)
- CRM Tools
Skills and competences:
- Leadership to implement internal improvement projects, external benchmarks as well as manage the day by day purchasing and correlated activities – Drive standardization through multiple countries.
- Able to quickly adapt to our domain/products and services, ability to understand and respond to internal and external client needs and achieve mastery in service delivery.
- Able to work under pressure and to tackle multiple subjects at the time (multitasking)
- Personal commitment, tenacity and energy, good problem-solving skills to achieve results efficiently.
- Highly customer focused as well as proactive and team focused
- Outstanding interpersonal skills with the ability to comfortably interact with internal and external stakeholders and various client types (e.g. technical, end user, and economic buyers);
- High sense of responsibility
- Eager to learn and consistently improve their knowledge
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