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Service Delivery Lead with German

Job Location: Iasi

Regional Description: Romania

Job Number: 00484223

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- Job description

Responsibilities:

- Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team

- Interpret day-to-day business objectives and prepare/execute operational practices/work programs

- Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

- May perform data entry or other client related tasks in various systems, as required

- May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours

- Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner

- Prepare and analyze complex reports/information and formulate conclusions

- Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)

- Act as subject matter expert for team members, peers and/or clients as assigned

- Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed

- Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements

- Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases

- Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects

- Achieve full compliance with QA/SOX processes

- Increase efficiency by managing processes, resources and technologies to ensure the smooth flow of operations to meet cost, quality, controls and delivery targets

 

Ideal Candidate

6 years professional experience (minimum 3 years managerial experience);
Previous experience in business process area e.g. Billing, Payments, Collections, preferably in an operations environment.
University degree
English – advanced level                                                                                                              German – advanced level
Strong leadership skills
Excellent results in people and client management

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