The Nielsen Company Operational Excellence/BPO Leader in Warsaw, Poland

Operational Excellence/BPO Leader

This role requires capability to manage the relationship and governance around the contract with offshore and Nielsen teams by support workload transitions, facilitate necessary stakeholder communication and implementation of essential performance management & review mechanisms.


  • Building and managing the relationship between vendor and internal stakeholders

  • Set up of new processes or activities by workload sizing, performance evaluation and trainings

  • Transition of work to a new team/location including change management, progress tracking, risk mitigation etc.

  • Assess operational performance based on audit process execution, root cause analysis, diagnostics, BPI tools & techniques

  • Focus on process performance and driving necessary improvements through: Performance review dashboards, meetings, conflict resolution, escalation management

  • Training teams on quality KPIs and processes for countries


  • Minimum 5 years’ experience manager of large projects

  • Fluent English (written & spoken)

  • Process oriented

  • E2E process understanding

  • Process performance evaluation & improvement experience

  • Demonstrated communication and negotiation skills both verbal and written

  • High level of independency and priority management

  • Sense of responsibility, effective problem solving

  • Ability to work with people at all levels in the organisation & at varying levels of detail

  • Networking skills

  • Proactive approach, ability and willingness to learn and drive improvement

  • Detail oriented & comfortable with ambiguity

  • Able to deal with confidential and sensitive topics

  • Green Belt or Black Belt certification preferred

  • Willingness to travel