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Group Operations Manager (Google Project) - BPO

HCL Poland

  • Kraków

    Kraków, Lesser Poland
  • offer expired 18 days ago
  • contract of employment
  • full-time
  • team manager
  • remote recruitment

Technologies we use

Expected

  • Google Tools

About the project

To effectively manage and develop all assigned operational areas within the assigned project.

The individual will be responsible for the overall performance of their function, through performance management of Lead Analysts and their teams’ performance, while managing the function to agreed targets/KPIs.

To manage, support and develop direct report; and to continuously seek to enhance the overall business unit’s performance and customer satisfaction experiences.

Your responsibilities

  • To effectively manage client relationships in order to maintain and grow existing business.

  • Assisting Lead Analysts to manage their team of analysts to their full potential ensuring the leads are monitoring daily activity and performance in line with set KPIs, setting clear expectations and KRA’s with their team members

  • To ensure achievement of Client SLA’s/KPI’s through the effective management of all assigned operations

  • To assist in acquisition of new business through the provision of expert operational advice

  • To take part in formal reviews with clients to ensure their satisfaction with HCL and their campaign delivery.

  • Responsible for building, maintaining and developing effective teams and to continually evaluate the effectiveness of the Teams by measuring all aspects of teams performance.

  • To lead, inspire excellence and maximize productivity through coaching and development of direct reports

  • To work in conjunction with the HCL Leadership Team to ensure the business achieves its objectives.

  • To build and maintain a culture to promote the development and implementation of best practices.

  • To identify and implement process and system improvements.

  • To provide regular reports as required to HCL Leadership outlining achievement against all targets.

  • The potholder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their own knowledge or on their ability to recognise that they will need specialist support.

  • To actively support at all times Company Policy and best practice in the area of security with particular emphasis on the protection of sensitive customer information.

  • To actively support the implementation of all HR Company policies and processes across teams.

  • Support and mentor your Lead Analysts in coaching, supporting, training and motivating their teams.

  • Continuously reviewing functions performance in line with KPI’s/KRI’s set by the client and the company. Review and implement where improvements to the service can be effected.

  • Working with strategic management team to enhance overall customer experience to our high-tech client.

  • Working with strategic team also to drive continuous improvements to overall performance of the team, and development of Lead Analysts.

  • Any additional tasks required as the role evolves.

Our requirements

  • 5+ Years as an Operations Manager or above.

  • Passionate about operational delivery with a strong results focus.

  • Ability to provide a clear sense of purpose for the team and organize resources effectively.

  • Focus and vision- influence others and add value in the delivery of the operational goals and targets. Confident in using skills and knowledge to influence decisions within peer group and with senior managers.

  • Able to motivate and inspire both reports and peers to achieve campaign/operational aims.

  • Actively contribute to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities.

  • Willing and able to adjust to multiple demands and shifting priorities.

  • Proven ability to manage and motivate a team of high performers.

  • Proven ability to achieve results through managing a team and winning as a team.

  • Strong communication skills both oral and written.

  • Ability to resolve issues within the team to avoid escalations and to create a learning culture within the team on resolution skills.

  • Able to work on own initiative and think on their feet.

  • 3+ years experience of successfully operating at management level in a High-Tech environment, coupled with experience of managing and implementing new campaigns.

  • Proven experience in leading, motivating and performance management of a large operation with multiple campaigns/clients.

  • Good understanding of High-Tech technologies and proven experience of optimising the same.

  • Highly financially and commercially literate with a proven understanding of the factors affecting financial and non-financial performance i.e. grades of service and specific KPI’s.

  • Proven track record in achieving financial targets including revenue, profit and margin achievement.

  • Experience of taking a key role in acquisition of new business through provision of expert operational delivery input.

  • Experience of developing a team of leadership to up-skill and support in the growth of roles and success.

  • Project management experience/qualification.

  • Covering core business hours, with a degree of flexibility.

What we offer

  • Life insurance

  • Private health insurance

  • MultiSport Card

  • Subsidy for foreign language courses

  • Christmas and holiday bonuses

  • Clear career path in a growing multinational organization

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • life insurance

  • retirement pension plan

  • holiday funds

HCL Poland

HCL is a business enterprise with presence in the fields of technology and healthcare. Founded in 1976 as one of India's original IT garage startups, the HCL enterprise currently comprises three companies in India - HCL Technologies, HCL Infosystems and HCL Healthcare with annual revenues of US$ 6.5 billion and over 95,000 professionals from diverse nationalities operating across 31 countries including over 500 points of presence in India. In the technology space, HCL’s offerings span a wide range of software and hardware services and solutions including R&D, Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, IT Hardware, Systems Integration, Distribution of Technology and Telecom Products. A new entrant in Healthcare, HCL aims to provide innovative medical services, products and training to meet the growing demand for quality Healthcare in India.

In Poland we started our operations in 2007. Our operation in Poland primarily revolves around the global technical support centre through which we provide multilingual Infrastructure Management Support to our clients. Apart from providing multilingual technical support in 15 languages, we also work on technology based projects for our clients.

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