Ops. Support Team Leader/Deputy Ops. Manager
Iron Mountain Incorporated
Cluj-Napoca, Romania
5 zile în urmă

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world.

Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional.

It creates exceptional.

Operations Support Team Leader / Deputy Operations Manager

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world.

Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional.

It creates exceptional.

We currently have an exciting opportunity for an Operations Support Team Leader, with the aim of expanding the role in the mid term to Deputy Operations Manager of our Digital Solutions Team in Cluj-Napoca.

If successful, your primary focus will be on coordinating a diverse team of 15 People, supporting the Digital Solutions Operations Team and the Operations Manager.

What You Will Do

  • Manage a team of 15 People with diverse roles;;
  • Coordinate Operations Training activities (both new hire and existing operators), aiming to on-board new comers faster and improve Quality, Speed and Productivity of existing operators;
  • Coordinate Operations Quality Control activities, aiming to improve Quality KPIs and meet Customer SLAs;
  • Coordinate Operations incoming (batches of documents) and outgoing (data exports) volumes;
  • Coordinate monitoring / investigation activities for mailboxes (for incoming documents);
  • Coordinate / escalate Operations requests for support from other departments (IT, Development, Implementation, Customer Care), aiming for a quick issue resolution;
  • Coordinate the Index Accuracy activities and reporting associated with them;
  • Coordinate reporting within the Operations Team;
  • Coordinate basic IT Support activities on equipment like : Laptops & Chromebox devices and act as a first line of support for local IT issues (Internet, Server Room) for two Cluj-Napoca offices;
  • Work tirelessly to develop the skills and competencies of team members;
  • Work closely with a team of 7 piers, in order to deliver within the SLA;
  • Support / backup the Operations Manager.

    What You Will Bring

    To be considered you will need to have relevant experience in managing diverse teams, with a proven record of delivering within the SLA.

    Process improvement and training background would be an advantage. In addition, candidates possess the following :

  • Previous managerial / coordination experience (minimum 2 years);
  • Technical background - preferred;
  • Background in training activities would be a plus;
  • Experience with support processes, tickets system, support KPIs;
  • Experience with managing multiple roles;
  • Leadership skills;
  • Adaptability and flexibility towards change;
  • Continuous improvement mindset;
  • Strong interpersonal, planning, and analytical skills.

  • Ability to influence and negotiate;
  • Ability to make decisions and think in broad terms, considering the impact to the entire company;
  • What We Offer

    Be part of an ever evolving global organization focused on transformation and innovation.

    A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.

    Global connectivity to learn from 26,000+ teammates across 52 countries.

    Be part of a winning team who embrace diversity, inclusion, and our differences.

    Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing.

    Category : Field Operations (FO)

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