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Service Delivery Ops Senior Analyst with German

Job Location: Brasov

Regional Description: Romania

Job Number: 00571719

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- Job description

Business Operator:

 

Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team

• 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

• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities

• 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

• May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency

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

• 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

• May act as a point of contact for senior client representatives

• 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

• Required to direct work within clear budget guidelines

• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs

• Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables

• Assist with providing operational statistics and escalate operational issues to supervisor

• Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content

• May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives

• May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues

• May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects

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

• Manage numerous, complex projects requiring high level capabilities with minimal supervision

Value Creator:

 

·         Anticipate, identify, and assess complex issues/problems.  Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to direct manager 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; provide cost estimates and execute implementation of improvements

       required to direct work within clear budgetary guidelines

·         Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs

·         Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables

·         Assist with providing operational statistics and escalate operational issues to direct manager

 

People Developer:

 

·         Plan and facilitate weekly (as required) team calls/meetings.  May present and facilitate at group meetings and new hire integrations; may develop presentation content

·         Create annual team objectives with direct manager approval.  Monitor and coach team to meet objectives

·         prepares, coordinates and conducts performance appraisals, and counsels employees on career and performance/disciplinary issues

·         May participate, either voluntarily or through direct manager’s request, on task forces, process teams, committees and special projects

 

What we offer:

Competitive salary and performance bonuses

Attractive benefits package: meal vouchers, public transportation, medical services, private pension, life insurance, gym

Trainings delivered in classrooms or virtually and access to a mountain of knowledge

Chance to become a subject matter expert for complex processes

Possibility to practise your language skills with native speakers

Opportunity to work with top clients on large projects

Dynamic, intercultural working environment

 

 

 

 Qualifications:

·         Demonstrated expertise in process area

·         Fluent in German and good command of English

·         Coaching/mentoring skills

·         Demonstrated issue management/problem solving skills

·         Discretion, professionalism, confidentiality and judgment.

·         Strong customer service skills

·         Strong organization skills, attention to detail and follow through to resolve any outstanding issues

·         Strong time management skills

·         Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.

·         Ability to function effectively as a team member and organize work activities for others on the team

·         Ability to adapt to changing environment and support of multiple clients

·         Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action

·         Ability & interest in training other team members

·         Ability to implement business solutions addressing specific needs of functional area or process, by researching Best Practices

·         Ability to set and strive to achieve specific, measurable, and challenging goals.

·         Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager.

·         Ability to anticipate and identify emerging issues and act upon those that may affect areas of responsibility and affect other teams.

·         Ability to implement new approaches, methods, alternatives, or solutions and identify potential impacts in their own as well as others area of responsibility.

·         Advanced knowledge of company standard software.  E.g. email, Internet Explorer, Microsoft Office Package

·         Ability to communicate appropriately with people at various levels, both in formal and informal settings.

 

What we offer:

Competitive salary and performance bonuses

Attractive benefits package: meal vouchers, public transportation, medical services, private pension, life insurance, gym

Trainings delivered in classrooms or virtually and access to a mountain of knowledge

Chance to become a subject matter expert for complex processes

Possibility to practise your language skills with native speakers

Opportunity to work with top clients on large projects

Dynamic, intercultural working environment

 

 

 

 

 

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