Requirements:
- 3+ years of experience in managerial role
- Experience in service delivery, preferably in SSC/BPO environment (min. 5 years)
- Fluent German language
- Communicative English language
- Experience in development and successful motivation of teams
- Experience in building and maintaining relationship with clients
- Planning, coordination & change management skills
- Excellent interpersonal, communication and presentation skills
The role requires management of delivery teams in Opole. Occasionally the person might be required to travel to meet our clients located at other PwC sites outside Poland
Main responsibilities cover:
People management
- Developing and leading a team of 70 + individuals providing services to PwC network
- Coaching/ supervising group leaders and team leads within Opole office
- Monitoring staffing levels, including recruitment
- Inspiring and motivating the team
Business development and client management
- Building and maintaining relationships with multiple clients
- Implementing stable Service Management Framework for processes in scope
- Controlling transitions /on-boarding of new processes towards their stabilization
- Setting KPIs with clients and ensuring those KPIs are met for processes in scope
- Defining clear escalations paths and handling escalations
- Looking for opportunities to smartly develop services/ clients portfolio in areas of responsibility
Performance management
- Preparing and executing budget for services in scope
- Driving daily productivity & high quality of services delivered by teams
- Cooperating with Process Team to drive continuous improvement and process standardization
- Implementing and maintaining SDC/ IFS projects and initiatives