Operations Business Center Manager

hace 2 meses

Ciudad de México CDMX Avantor A tiempo completo

**The **Opportunity**:
The Opportunity:
The Operations Business Center Manager will ensure the supervision of the Mexico City teams and act as a brand ambassador of the Avantor Business Center in the region will work in close alignment with the Avantor Business Center Leader in implementing the Governance structure, System operations, IT enabled Services, engaging in strategic placement, business scope discussions and focused on improvement initiatives via digital transformation.

If you have real-time operations, contact center leadership experience, and customer support management and have achieved good metrics - let’s talk
What we’re looking for:

- Education: University degree
- Experience: 7+ years of experience in a fast-paced, customer-focused environment (direct customer contact), experience in people management teams or individual’s min 4 years, experience in business management, experience in handling direct or indirect customers
- ** Realtime Operations experience and achieved good metrics required.**:

- ** Project Management (hands-on)**:

- **IT enabled services**:

- **Systems Operations Management**:

- **Customer Support Management**:

- Proven leadership skills
- Highly customer-focused as well as proactive and team-focused.
- Outstanding interpersonal skills with the ability to comfortably interact with various client types (e.g. technical, end user, and economic buyers)
- High sense of responsibility
- Eager to learn and consistently improve their knowledge.
- Excellent communication skills
- Highly focused on process improvement.
- Digital savviness
- GBS/ SSC environment experience
- Certifications: PMP - preferred - Process improvement certification Six Sigma, Kaizen etc are a plus
- Language skills: Professional English: writing, reading, and speaking.
- IT Skills: MS Office, Optional SAP (eligible): Demonstrates ability to effectively utilize technology platforms including CRM Tools

How you will thrive and create an impact

As a major team contributor, this person will partner with carriers to:

- The SOM oversees team management and achievement of the center’s objectives in line with the yearly targets.
- Ensures supervision of the Mexico City ABC teams from a commercial perspective
- The operating managers and team leaders on the respective process (es) will report directly or dotted line to the SOM.
- The SOM needs to drive improvement projects (automation initiatives, A3s for optimization, standardization etc) and implementations to ensure the company goals are met and will have proactive cooperation and partnership-based communication with the other ABCs.
- The SOM will ensure appropriate ownership and initiation of transitions in case of an increase in the scope of the operations or in case of scope optimization among various ABC locations
- The SOM will play an active role in ensuring harmonizations are achieved in his respective tower.
- He or she will be the local contact person for stakeholders when it comes to process, people, optimizations, additional scope, transitions, and implementations.
- The SOM has a crucial role in becoming a brand ambassador of the ABC in the region and will work in close alignment with the ABC Leader in implementing the Governance structure, engaging in strategic placement or business scope discussions and improvement initiatives.
- He or she will be actively driving, as part of the local senior team, various initiatives that may contribute to the overall improvement in ABC MXC, such as campaigns in the market, global projects - Impact, Icare, near miss, tier daily management etc.

On a daily basis, some of his/her tasks are captured below, but not limited to:

- Cascades as appropriate company goals, safety practices, and deadlines to the team
- Creates an inspiring team environment with an open communication culture, both at the local level, as well as in conjunction with colleagues from all countries.
- Responsible for the recruitment and onboarding/training/integration of new people, based on needs.
- Encourages team members, including communicating team goals and identifying areas for new training or skill checks.
- Answers team member questions, helps with team member problems and oversees team member work for quality and guidelines compliance.
- Acts as the primary contact point for the Process Leads in mitigation of business and people situations.
- Sets clear team goals in alignment with the Process Leads
- Delegates tasks and sets deadlines for the team members.
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
- Ensures that the results and KPIs / SLAs get achieved at process level, manages the flow of day-to-day operations, monitors the quantitative and qualitative achievements of the team and reports results on metrics.
- Ensures timely escalation or reach out for help in case of critical situations in the process or teams either to the local/ABC L

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