Growth through diversity, equity, and inclusion. As an ethical business, we do what is right — including ensuring equal opportunities and fostering a safe, respectful workplace for each of us. We believe diversity fuels both personal and business growth. We're committed to building an inclusive community where all our people thrive regardless of their backgrounds, identities, or other personal characteristics.

The Operations Support Team Leader is responsible for managing the three main pillars: people management, delivery management and client management. This role will manage L1/L2/L3. The successful candidate will drive the delivery engagements according to the agreed scope of work while ensuring the highest degree of customer satisfaction. As well as managing and growing the delivery space and typically manages individual contributors. This role will cover technologies which includes Data Warehouse, Business Intelligence, Big Data Analysis with reporting line to the on-shore Business Delivery Leader and Local Country Head. 

What You'll Be Doing:

1. Client and Stakeholder Management

• Ensure High Customer Satisfaction

• Responsible for adhering to highest quality standards in project delivery

• Manage executive-level customer relationships and provide team oversight

• Responsible for building relationships with business stakeholders across the organization, understand their needs and customer data requirements and provide relevant support

• Be able to identify gaps and issues in our customer data and resolve them, and propose long term solutions

• Improve and maintain satisfactory client survey score

2. Delivery Management and Business Growth

• Define and finalize project scope, goals and deliverables that support business goals in collaboration with business unit and key stakeholders

• Optimize utilization of available resources to deliver project activities within the required timeframes and agreed quality and scope

• Contribute to and deliver improvements that support the continuous enhancement of internal processes and quality controls within the team, adopting best practices where possible.

• Build team’s expertise and confidence in project delivery work

• Support to build and grow the business unit area

• Provide leadership in the business domain area and execute account strategies to specifically target key accounts

• Collaborating with other department leaders to define, prioritize, and develop projects.

3. People Management

• Hire, train and manage team of new and experience resources to fulfill business objectives

• Provide coaching and mentoring to assist in resources’ career development

• Coaches, mentors, motivates, and leads team members and influence them to take positive action and accountability for their assigned work.

• Oversee efforts to meet team productivity targets

• Develop strategies to promote team member adherence to company regulations and performance goals.

• Handle day-to-day administrative tasks such as: resource allocation, scheduling etc.

What We're Looking For:

• 8+ years of experience with demonstrated capability in managing complex projects and support engagements

• 4+ years of experience in people management. Previous revenue management and forecasting experience preferred

• Must be able to hold customer and “C” level discussions with exceptional interpersonal, verbal, written and presentation skills

• Comfortable working with agile and high-performance environment

• Solid experience in project/stakeholder management, process improvement, planning, and performance management

• Analytical and comfortable with numbers. Can define the analysis structure, interpret data, and think on your feet

• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders

• Willing to work EMEA shift (mid shift)

Missing one or two of these qualifications? We still want to hear from you! If you bring a positive mindset, we'll provide an environment where you feel valued and empowered to learn and grow.

Offer

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