Team Lead, Customer Operations, OTI
Warszawa , Marynarska
6 d. temu

Job Purpose

The purpose of the role is to lead, develop and retain exceptional Customer Operations Service Center team through inspirational management, provide process and business expertise in the related OTI area and regional guidance to the Customer Operations team members and supported markets / associates.

The Team Lead holds a thorough understanding of the processes in the designated area of expertise and the way they are implemented in SAP, builds and maintains the relationship with key contacts in European Alcon affiliates supported and all other relevant stakeholders to ensure a smooth process flow by the end users as well as potential enhancements, manages directly the specialists for respective process area part of the Customer Operations team, oversees process improvements linked to in scope processes, and facilitates process, data and technical issue resolution in their individual process area of expertise across the region.

Major Accountabilities

  • Manages the team of specialists delivering professional service to business partners in the individual process area of expertise
  • Provides leadership and direction to all team members though team management, motivation, regular 121 meetings, individual development plans and conversations
  • Monitors direct reports activities and performance
  • Secures workload allocation is correctly distributed across team members
  • Contributes to the definition of process performance indicators (metrics) and works with the BI & Reporting Analysts to implement performance reporting for processes in scope
  • Participates in recruitment of new employees
  • Ensures appropriate level of communication to the team to ensure associates are informed and involved in companywide initiatives
  • Provides advanced business support to the affiliates in the region in the resolution of process, data or technical issues related to the management of iDocs and other linked business processes in Alcon’s system environment to minimize impact on productivity
  • Works closely with markets supported in identifying and driving potential remediation activities in the OTI process areas (including process improvements)
  • Enables and supports the coordination / implementation of future SAP enhancements related to OTI sub-processes in the region and in scope
  • Enables synergies and cross functional collaboration within the Customer Operations team by working with peers on service center improvement opportunities
  • Any other duties or projects as requested by the Line Manager commensurate with the grade and level of responsibility for this role, for which associate has the necessary experience and / or training
  • Job Requirements (required education, experience level, and competency profile)

  • Education : University degree in Business Administration, Finance & Accounting, or other business degree.
  • Languages : English fluent; other European languages is a plus but not required (German, French, Italian, Spanish)
  • Experience : 3+ years of leadership experience
  • 2+ years of professional experience in Customer, Supply Chain or related operations, including experience in projects / transformation
  • Competency & Technical Skills

  • Solid understandings of business processes demonstrated by results in cross-functional operations.
  • Strong analytical / problem solving skills and ability to manage multiple priorities.
  • Ability to think creatively and challenge the status quo providing process improvement recommendations
  • Good knowledge of SAP environment
  • Technical savvy user with strong business understanding
  • Experience in working within regional structures and in remote teams
  • Excellent written and verbal communication skills; ability to understand technical subject-matter material and communicate to technical and non-technical colleagues.
  • Previous experience in managing operational teams
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