IBM PtP Team Leader English NLI in KRAKOW, Poland
Scope of responsibilities
Leading a 9 person PtP team supporting Czech Republic, Hungary and Greece
Ensuring that all team required activities are completed on time and without errors, make sure that SLAs are kept
Overseeeing projects related to P2P operations on Brazilian entity, providing data based feedback on proposed changes and active participation in change management process
Proactive anticipation and identification of issues/showstoppers in the operations and flagging them to the Operations Manager
Active participation on calls with the client and action as a contact point for all process and operations related questions.
Acting as Point of Contact for Global Ops Manager as well as the client and handle escalations in accordance with escalation matrix
Making sure Team is trained on all process changes and the impact on processes is monitored and flagged to the client and Operations Manager.
Participation in recruitment process for the team member i.e. interview candidates
Manage team availability - holiday coverage, sickness back-up, coverage etc.in order to maintain process stability
Providing feedback and appraisal to the team
Previous strong experience in operations (at least 2 years on independent position, preferably P2P)
Previous experience in leading an operational team or/and projects
High interpersonal and communication skills also in foreign language
Excellent analytical skills - ability to process large amount of data from miscellaneous sources to support well informed decision
Outstanding work organization, prioritization and ability to work under high time pressure to deliver to tight deadlines
Ability to oversee, manage and motivate team for the achievement of defined goals
Fluent command of English (spoken and written), Portuguese or Spanish would be an asset
GPSD-Fin & Admin
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