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Posted Date: 07 February 2010

Ref No.: AMS10010

Region: Cluj Napoca, Romania

Job Description

Role would require leading teams of Process Associates and Sr. Process Associates to ensure best in class shared service support to our global clientele in any of the domains: IT/ F&A/ Customer Service / Procurement/Insurance.

Company Profile

Our client is a leader and a major provider of communication services and operates in Romania since 2005. They are located in Bucharest, Romania’s multilingual capital. Our Client is recognized as an Employer of Choice and offers rewarding career opportunities in a number of areas.

Requirements:

- Desirable to have 4+ yrs of experience in team handling for projects in BPO/Call Center/Shared Services industry or similar domain industry.
- People Management – Coaching and Mentoring skills; proven experience in leading teams of or above 10 people.
- Project Management skills with skills on time and budget control,
- Communication and presentation skills,
- Change Management skills,
- Analytical skills with attention to details
- Excellent PC skills (MS Products specifically)
- Relevant industry experience for the position applied, eg: IT, F&A, Procurement, SCM, Call Center, etc.

Responsibilities:

Handle a team of 20 plus associates/ sr. associates directly or indirectly managing a team of up to 40 with direct supervision over Team leaders and/or Management trainees, servicing either multiple clients, products, regions or all
- Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
- Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies

- Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction,
- Escalation tracking and resolution for client issues
- Be part of the client organization to drive improvement projects
- People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives
- Being part of people initiatives organized by HR team and owning delivering on the same.
Input and maintain data in all HR and Finance related tools to ensure right billing
- Drive productivity improvements within operations


If interested please send you’re CV to amritas@meghengroup.ie
Or
Contact Amrita Singh at (01-894 3033)
Website address: www.meghengroup.ie
We can help you with relocation, accommodation, opening a bank account and getting your Tax sorted!