Reporting to the Head of Shared Services Center, this professional will be responsible for leading and developing the Back Office organization, ensuring operational excellence and supporting the ongoing growth of the SSC.

Description

• Leading, coaching and developing Back Office Supervisors and their respective teams;
• Ensuring alignment of Back Office operations with the overall Shared Services strategy;
• Monitoring operational performance through KPIs, service levels and quality metrics;
• Acting as the main escalation point for complex operational issues;
• Supporting the transition, stabilization and continuous improvement of Back Office processes;
• Driving process standardization and efficiency initiatives across the organization;
• Collaborating with internal stakeholders and external BPO partners to ensure smooth service delivery;
• Supporting recruitment activities, onboarding processes and talent development initiatives;
• Contributing to performance management and objective-setting processes;
• Promoting a collaborative, customer-focused and high-performance culture.

Profile

• Degree in Business Administration, Economics, Management or a related field;
• Previous experience in Back Office Operations, Customer Service Operations, Order Management, Contract Management, Aftersales or similar operational environments;
• Proven leadership experience managing supervisors and/or multiple operational teams;
• Experience within a Shared Services Center, BPO, GBS or multinational environment will be highly valued;
• Strong understanding of operational KPIs, service quality and performance management;
• Experience leading process transition, standardization and continuous improvement initiatives;
• Hands-on leadership approach combined with a strategic mindset;
• Proficiency in SAP and Microsoft 365;
• Fluent English (minimum C1 level).

Job Offer

• Opportunity to join a growing international Shared Services Center;
• Strategic leadership role with significant impact on operational development;
• International and multicultural working environment;
• Hybrid working model;
• Permanent contract;
• Health insurance;
• Competitive salary package.