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 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

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.