EMEA Support Business Operations Manager
GE Digital
Bucureşti, Romania
6 zile în urmă


Job Description Summary

The EMEA Business Operations Manager is responsible for driving operational efficiency in the region to meet the common objectives of the Customer Support function through daily management, working closely with the Support leaders in the region, with Support global Operations leaders and with other functions.

In this role you will manage the regional KPIs & bowlers and develop processes that meet M&S business needs across the organization, applying Lean methodology to drive operational efficiency.

Job Description

Roles and Responsibilities

  • Drive Global Support Services organizational effectiveness through the development & implementation of converged M&S processes & tools.
  • Ensure timely renewal of M&S contracts through daily tracking with key stakeholders in Finance and Services.
  • Build quarterly forecast of M&S revenue & margin, track the progress along the quarter, identify risks & deviations and analyze results post quarter close.
  • Track M&S costs for the region, analyze the data and apply problem solving to eliminate useless costs
  • Drive project control in specific areas including the management of customers & suppliers orders & invoices
  • Implement daily management of operational KPIs including financials, contract renewals and case metrics.
  • Coordinate & drive transformation initiatives focused on M&S efficiency and simplification
  • Use disciplined approaches to monitor team progress via effective information dashboards for support performance against SLA, resolution time and customer satisfaction.
  • Identify and champion internal / external best practices and ideas to improve Support Services fulfillment and quality.
  • Lead continuous improvement programs on customer satisfaction and support services delivery

  • Work closely with project managers and process leaders providing advice and guidance across the regions to ensure compliance with standards, continuous development of processes, and effective management of budget based on a deep understanding of the financial data associated with the business.
  • In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
  • Required Qualifications

  • This role requires advanced experience in the Services & Digital Business Operations, typically in a PM or PMO role in a software business.
  • Strong background in project management.
  • Knowledge level is comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
  • Desired Characteristics

  • Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs.
  • Established project management skills.
  • Demonstrate mastery of the intricacies of interactions and dynamics in global teams.
  • Assure consistent, effective rhythms for collecting data and publishing metrics.
  • Navigate through ambiguity, prioritizes conflicting asks and shows ability to adapt to changing situations.
  • Demonstrate strategic level skills in collaborating with different stakeholders, influencing decisions and an ability to take strategic view.
  • Note :

    To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA.

    For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

    Additional Information

    Relocation Assistance Provided : No

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