Job Description
- Provides leadership for customer operation specialists in order fulfilment with extended responsibilities in quota credit, collections and contracts.
- Accountable for ensuring strong compliance to SOX/ISO regulations and Company Standards of Business Conduct.
- Executes Strategic Intent and implementation of the organization/ business strategic plan. Works closely with Global Functions to ensure strong alignment and delivery to meet regional strategies. Direct design, development, and implementation of organization programs.
- Leads the Organization to meet the high standards expected related to Customer Satisfaction/ACX, Employee Satisfaction/LS, Service Level Agreement/Turn Around Times, and responsiveness to inquiries, operational and financial metrics and upholding policies & procedures. Drives a culture of collaboration, focus and customer intimacy.
- Plans, organizes, directs and controls the activities and resources required to provide innovative business solutions to the defined businesses partners and customers. Builds a culture of innovation and drives changes that improve the effectiveness and efficiency of the organization to meet customer and business goals.
- Responsible for upholding and driving Company’s culture & core values to build a sense of community within the operation and partner organizations.
- Executes plans to ensure the organization has the individual and overall capabilities meet future operational needs and builds a culture where employees are engaged & committed.
- Collaborates with Business Partners in Finance, Order Fulfillment, Sales and other functions to solve problems and provide efficient and streamlined best-in-class service to Company’s customer.
- Ensures progressive expansion of the organization´s scalability and steady productivity gains.
Qualifications
- Bachelors or Master Degree in Business Management or equivalent plus demonstrated industry experience integrating the resources of several complex departments or functions
- Typically has 5 years of managerial experience
- Demonstrated ability to lead and transform multi-national organization, build motivated and engaged teams, and sustaining a positive work culture
- Experience in setting a clear and aligned organizational vision
- Demonstrated ability to define and execute strategic plans
- Established track record to define and implement strategies and programs that benefit your area of expertise
- Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution
- Experience working in an audit environment governed by SOX, ISO, and other audit regulations
- Proven ability to lead large teams and ensure operational excellence across the entire organization
- Customer Services/Operations experience preferred
- WW or strong Regional experience preferred
- Excellent verbal and written communication skills
- Experience to manage a multi-national team is a plus
