Job Function: SW&C Marketplace Delivery The role:
We are thrilled to announce an opportunity to join our team as:
Software & Cloud Operations Leader
**SoftwareOne**
Scope: Full-time | Software & Cloud Marketplace Delivery | Location: MX city
**The Shared Services team is a key services delivery team sitting within the Global Software and Cloud department.**
This job sits within the Software and Cloud Delivery team servicing mainly NORAM and LATAM countries.
The role
These are key services provided delivering quality, speed, and an excellent customer experience.
**The role includes the following**:
- Undertake the day-to-day management of the 150+ person shared services function and a 'one team' ethos to ensure effective delivery in an efficient, timely, and accurate way.
- Drive accountability across the team, managing to specific KPIs of Speed, Quality, Tech Adoption, CSAT and Profit in support of NORAM and LATAM business units.
- Perform root cause analysis on errors and make systemic changes in order to gradually improve the customer experience.
- This person is responsible for the overall Delivery, strict adherence to SLA, and world-class customer service and people management.
**Roles & Responsibilities**:
- Complete Ownership & accountability of deliverables for the aligned regions/ service.
- Service Execution and service quality to be improved through six sigma processes, defect identification and root-cause analysis.
- In charge of monthly/ quarterly service metrics including C-SAT / QA scores / SLA/ KPIs.
- Ultimate responsibility for improving service Utilization and planning transition activities as per business requirements.
- Lead for Headcount analysis/ utilization of the aligned vertical / Business unit.
- Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development.
- Lead by example in service delivery that continuously surpasses customer expectations.
- Leverage internal relationships to enhance business performance and customer experiences.
- Drive change initiatives as required to improve efficiencies and execute on business commitments.
- Responsible for the Operations lead of a team and the delivery of the overall operational metrics & sales targets.
- To proactively maintain regular engagement with key client contacts in line with client expectations.
- Ensuring all operations are carried on in an appropriate, cost-effective way.
- Improving operational management systems, processes, and best practices.
- Helping the organization's processes remain legally compliant.
- Formulate strategic and operational objectives.
- Manage budgets and forecasts.
- Perform quality controls and monitor production KPIs.
- To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams.
- The continuous identification and implementation of operational best practices through interaction with the wider team.
What we need to see from you:
- Excellent Leadership and organizational skills, with experience transforming a large, complex set of business processes.
- ** Six Sigma green/black belt nice to have**:
- Minimum of 7-10 years' experience required, with at least 4-5 years in a leadership position
- Proven leadership and ability to orchestrate resources and motivate teams
- Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
- Excellent communication & presentation skills
- Proven SME skill set with an existing span of 100+ workforce/ teams
- Solid knowledge of Source to Pay Lifecycle
- Sound decision-making and organizational skills
- Ability to present complex information to a variety of audiences
- Proven experience leading big teams, and managing customer relationships. Ability to develop and execute multiple priorities and approaches to meet objectives.
- Good interpersonal skills and solid English
- Experience with technology, workforce management agent productivity tools, and quality management tools.
- Identify and report all customer quality or compliance concerns immediately to the Quality Organization.
- Strong business acumen
- Experience of working in an Outsourcing or contact center operation
- Experienced in managing large multi-site /Multi-skilled contact centers
- Responsible for Business Continuity
- Ability to manage and influence key stakeholders.
**Benefits at SWO**:
- A unique culture with lived corporate values for an appreciative and supportive working atmosphere.
- Latest technologies for our customers and colleagues.
- Employee Recognitions Programs.
A variety of training and development opportunities.
- A work-life balance.
- Vacations.
- Employee Referral Bonus Program.
- Multicultural team's interaction.
- Giving back to society
- employee initiatives.
- ONE TREE PLANTED -> one tree for each hi