febr 15

Manager Customer Service



The aim of the position is to effectively lead 2 teams locally and 8 remote teams to deliver services to internal and external customers, meeting or exceeding defined service level commitments.The position is located in Budapest, Hungary and reports to the Director, Budapest Shared Services Centre.The 2 teams are

  • The Deal Management Team manages customer contracts, maintain customer prices and customer billing arrangements (18 people)
  • The Customer Set-up manages customer master data (6 people)

The 8 remote teams are customer service teams in the countries:

  • Romania, Bulgaria, Ukraine, Serbia, Slovenia, Croatia, Czech Republic, Slovak Republic (45 people with 8 direct reports)

Main Responsibilities:

  • Taking overall responsibility for work processes, people management and delivery of agreed service levels for the groups
  • Lead functionally 8 remote CEE Customer Service teams and drive process improvements and talent management with the support of local leadership
  • Facilitate a culture of inclusiveness and positive employee engagement
  • Create a winning team by overseeing the selection, on-boarding, training, deployment, work and time scheduling, coaching and feedback, and disciplining of employees. Ensure that job expectations are clearly communicated, along with job expectations
  • Develop direct reports and via supervisory levels, indirect people reports, by conducting annual performance reviews, preparing development plans where necessary
  • Create a talent pipeline and talent bench, and promote activities that optimise employee engagement and recognition
  • Strengthen internal customer relationships and drive new business for the organisation by understanding the needs of customers and their operations
  • Drive productivity improvements and elevating service levels by improving technology leverage, streamlining and optimising processes
  • Represent the Global Business Services Budapest as a member of cross-functional business process development teams.

Basic Qualifications:

  • Bachelor’s degree or equivalent experience
  • Fluent English knowledge
  • Knowledge of, or experience in work improvement systems (e.g. TQM, ISO, Six Sigma, etc)
  • Experience in multiple functions of Order to Cash & Procure to Pay (OTC and PTP)
  • Ability to lead and develop others as evidenced by prior experience.
  • 8+ years of relevant professional work experience, including 2+ years in people management role/s.
  • Customer service focused; ability to partner with internal/external contacts

Preferred Qualifications:

  • Knowledge of SAP
  • Advanced technical or business degree

 

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