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People Care Operations Manager

  • Warszawa, mazowieckie
  • Kierownik
  • 22.03.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    People Care Operations Manager
    Location: Warsaw

    Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries.


    With global presence in over 100 countries, Schneider is the undisputable leader in Power Management – Medium Voltage, Low Voltage and Secure Power, and in Automation Systems. We provide integrated efficiency solutions, combining energy, automation and software.


    We believe that great people and partners make Schneider a great company and that our commitment to Innovation, Diversity and Sustainability ensures that LifeIsOn everywhere, for everyone and at every moment.


    Schneider Electric HR teams play an important role to transform the Company, through the People Vision and People Strategy. HR Services Warsaw is the main Service Delivery Hub in HR across Europe, Middle East and Africa. We innovate tomorrow’s best practices to make life easier for our employees. We enable our Company’s transformation. We are a Vibrant Workplace.


    Currently we're looking for the EMEA People Care Operations Manager located in Warsaw, Poland. This position is part of the European HR Shared Services Center (HR SSC) based in Poland. The scope includes all HR inquiries raised by Employees across Europe and MEA (circa 60.000 per year). The central responsibility is to deliver best in class employee experience through operational excellence, team excellence, digitization and self service. The role requires strong ability to manage operations while leading an in depth service transformation, to fully leverage self service and digital opportunities. Stakeholders include HR Services regional and global leaders, Schneider Digital leaders.


    What will you do?

    • Ensure the services provided by the team meet the requirements of the SLAs. Track the performance of processes and services delivered.
    • Ensure high level of satisfaction of services users, leverage all satisfaction surveys and employee experience scorecard to relentlessly identify and implement opportunities to improve satisfaction.
    • Consolidate the service delivery platform for EMEA, including team management in Warsaw and functional management across the other EMEA hubs. Professionalize the teams.
    • Animate, coordinate regional Customer Inquiries tool enhancements, administration and support. Participate, influence global governance for prioritization definition and reviews, (re) qualify and (re) prioritize regional requests, influence SLAs, align regional stakeholders expectations, empower level 2 teams for more agility. Perform regular feedbacks sessions on the tools and processes. Coordinate Management of Change at country level to ensure best adoption of tools evolutions.
    • Drive Self Service adoption: perform demand analytics on tickets to detect highest opportunities, coordinate, animate network to enrich knowledge base, drive content creation best practices, monitor KB indicators to continue to improve
    • Be a strong support, enabler of any new digital opportunity and / or transformation  project within the zone, such as chatbot, entreprise assistant delivery model, etc..

    What will help you to be successful? 

    • Master degree in HR or Business Administration
    • Fluent English + one European language (preferably French or Polish)
    • 5 years of experience in team management in SSC/BPO organization
    • Recognized experience in Management of a Call Center team
    • Strong proficiency level in problem solving, change management, customer analytics, team leadership
    • Passion for digital

    What do we offer? 

    • Exciting job in an international company, with opportunities to lead and contribute to different projects & actions (e.g. CSR, charity, Employer Branding, Well-Being) 
    • Work in a diverse and supportive team of professionals. Do you want to get to know us better?Follow us on Facebook!
    • Wide choice of benefits and working tools (sports card, lunch vouchers, medical care, life & group insurance, holidays & languages subsidiary)
    • Operating according to LEAN methodology
    • Possibility to use foreign languages and to collaborate with cross-region teams
    If you would like us to take your candidacy into account in this and in future recruitments, please submit your consent in CV:

    I hereby give my prospective employer consent to use and process provided by my personal data relating to my job application, necessary to carry out this and future recruitment processes, over the next 3 years, in accordance with the Regulation of the European Parliament and Council (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (General Data Protection Regulation), hereinafter referred to as "GDPR".