Regional Operations Lead
hace 2 semanas
Requisition ID: 408320
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Hiring Manager: Ashima Raheja
Recruiter Name: Michelle Czechowski
Additional Locations:
**English is required for this role**
**Position Overview**
We are seeking a highly motivated and experienced **Regional Operations Lead** to oversee and manage the operations of our ATLAS Customer Care team for the North America (NA) and Latin America (LA) regions. In this critical role, you will ensure the efficient delivery of services to our ATLAS customers, driving smooth end-to-end operations across customer onboarding, IT service management, balance statement and end to end ATLAS Operations. You will work closely with the SAP leadership team and other key stakeholders to maintain high service standards and continuously improve operations.
**Key Responsibilities**
- Oversee day-to-day operations, managing staff, workload distribution, and performance for the NA & LA regions.
- Ensure smooth customer onboarding processes, identifying and addressing roadblocks.
- Lead and mentor the ATLAS Customer Care team, fostering a culture of collaboration and continuous improvement.
- Execute and align the GATING process with all stakeholders, including Sales and CAA teams.
- Provide training and coaching to internal employees and partner resources.
- Ensure adherence to operational processes and standards.
- Collaborate with internal and external stakeholders to develop and maintain SLAs, KPIs, and operational agreements.
- Monitor and ensure timely dispatch and resolution of incidents in line with established SLAs.
- Drive the adoption of ITSM processes and tools, ensuring compliance with SAP standards.
- Regularly assess and optimize operational efficiency and customer satisfaction.
**Service Delivery & Quality**
- Ensure timely assignment and resolution of cases and incidents in line with SLAs and KPIs.
- Implement best practices for case management and incident handling.
- Track team performance and implement corrective actions to maintain high service quality.
- Identify trends and areas for improvement, driving initiatives for better service delivery.
**Continuous Improvement & Innovation**
- Regularly assess operations for potential improvements in efficiency and service quality.
- Collaborate with cross-functional teams to identify and implement innovative solutions and processes.
- Support the global lead in driving ATLAS customer care initiatives and operations.
**Qualifications**
- Bachelor’s degree in IT or a related field.
- 7-10 years of experience in IT customer support, preferably in an SAP environment.
- Knowledge and experience in customer onboarding are mandatory.
- Proven experience in ITIL/ITSM practices, with at least 3 years of project management and escalation management experience.
- Strong leadership skills with the ability to manage and motivate multicultural teams in high-pressure environments.
- Excellent communication skills, including experience in working with senior management.
- Ability to quickly analyze complex situations and propose effective solutions.
- Adaptability to changing environments and the ability to learn quickly.
**SAP'S DIVERSITY COMMITMENT**
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.
-
SAP Preferred Success Scale
hace 2 meses
06500, Cuauhtémoc, CDMX, México SAP A tiempo completo**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Regional Marketplace Operations Intern
hace 4 meses
06500, Cuauhtémoc, CDMX, México DiDi Global A tiempo completoCompany Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...
-
Operations Lead Nearshore Hub
hace 3 meses
Ciudad de México, CDMX Bayer A tiempo completo**Bayer es una compañía global con competencias centradas en los campos de las ciencias de la vida de la salud y la agricultura. Sus productos y servicios están diseñados para beneficiar a las personas y mejorar su calidad de vida. En Bayer tienes la oportunidad de ser parte de una cultura en la que valoramos la pasión de nuestros colaboradores por...
-
SAP Mexico Early Career Talent
hace 4 meses
06500, Cuauhtémoc, CDMX, México SAP A tiempo completo**What we offer** **What you’ll do** Position Title: SAP Mexico Early Career Talent - Operations Business Partner Location: Mexico City, Mexico (Hybrid) Expected start date: September 2024 Contract Duration: 2 Years The following expectations and tasks are related to an Operations Business Partner. It is not expected that the Young Professional has...
-
Sales Operations Specialist
hace 4 semanas
06500, Cuauhtémoc, CDMX, México Kushki Pagos A tiempo completo**Únete a nuestro Equipo como**: En Kushki, nos enorgullece ser líderes en la industria de pagos, impulsando el cambio y la innovación a través de soluciones que transforman los comercios. Nuestro compromiso con la excelencia y la creatividad nos ha llevado a la vanguardia de nuestro campo, y buscamos constantemente talentos apasionados que deseen hacer...
-
Investment Officer/ Operations Officer Sub-regional
hace 3 meses
Ciudad de México, CDMX IFC Systems Corporation A tiempo completo**Investment officer/ Operations officer Sub-Regional Gender Program Officer for LAC** **Job #**: - req29332**Organization**: - IFC**Sector**: - Investment**Grade**: - GG**Term Duration**: - 3 years 0 months**Recruitment Type**: - International Recruitment**Location**: - Mexico City,Mexico**Required Language(s)**: - English**Preferred...
-
Operations Lead
hace 2 meses
Ciudad de México, CDMX Pro Coffee Gear A tiempo completo**Job Position: Operations Lead** **Company**: Pro Coffee Gear **Location**:Remote (Anywhere) **Full - Time** **About Us**: Pro Coffee Gear is a thriving e-commerce company located on our scenic 20-acre ranch in Austin, Texas. We specialize in providing top-tier espresso machines and related parts to coffee enthusiasts worldwide. Our dedication to...
-
Driver Growth Operations Analyst
hace 2 semanas
06500, Cuauhtémoc, CDMX, México DiDi Global A tiempo completoCompany Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...
-
Cx Projects and Operations Senior Manager
hace 4 meses
06500, Cuauhtémoc, CDMX, México DiDi Global A tiempo completoCompany Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...
-
Director, Laca Ecosystem Product Management
hace 2 meses
06500, Cuauhtémoc, CDMX, México Western Union A tiempo completo**Director, LACA Ecosystem Product Management - Paseo de la Reforma, México** Are you an experienced leader seeking to lead a strategic vision for our products in Latin America? Do your talents lie in tailoring product plans and strategies? Then, it’s time to join Western Union as a Director, LACA Ecosystem Product Management. **Western Union powers...
-
Treasury Operations Lead Latam
hace 2 meses
Ciudad de México, CDMX Coca-Cola A tiempo completoIn The Coca-Cola Company’s Finance Hub, we are a world-class partner, providing tech-enabled, data-driven insights to our stakeholders, enabling business and operational decision-making. All core processes within the Finance Hub aim to drive improvement to overall shareholder value. As a team, we foster a culture of partnership, integrity, and...
-
Treasury Operations Lead Latam
hace 3 meses
Ciudad de México, CDMX Coca-Cola A tiempo completoIn The Coca-Cola Company’s Finance Hub, we are a world-class partner, providing tech-enabled, data-driven insights to our stakeholders, enabling business and operational decision-making. All core processes within the Finance Hub aim to drive improvement to overall shareholder value. As a team, we foster a culture of partnership, integrity, and...
-
Treasury Operations Lead Latam
hace 3 meses
Ciudad de México, CDMX Coca-Cola A tiempo completo**NOTE: This is an individual contributor role, not managerial.** In The Coca-Cola Company’s Finance Hub, we are a world-class partner, providing tech-enabled, data-driven insights to our stakeholders, enabling business and operational decision-making. All core processes within the Finance Hub aim to drive improvement to overall shareholder value. As a...
-
Regional Partnership Lead, Latin America and The
hace 3 meses
Ciudad de México, CDMX Global Green Growth Institute A tiempo completoThe Regional Partnership Lead will develop, manage, coordinate, and oversee the engagement with donors and partners. Responsibilities include resource mobilization, partnership development, outreach and strategic communications. The Lead will collaborate closely with Country Programs, either leading or supporting donor and partner engagement depending on...
-
Regional Operations Manager Mexico
hace 4 meses
Ciudad de México, CDMX Flix SE A tiempo completoWe're looking for a motivated and driven **Regional Operations Manager (M/F/d)** who will help us shape our team, drive the company to the next level, and have the most direct influence on our success. **Our Perks - More than just a job** - You have an impact. With innovation and smart technology, we are creating the easiest way to travel. We want your...
-
Customer Business Support Senior Specialist
hace 3 meses
06500, Cuauhtémoc, CDMX, México SAP A tiempo completo**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Regional Integration Operations Service Manager
hace 2 meses
Ciudad de México, CDMX DHL A tiempo completoBE AN ESSENTIAL PART OF EVERYDAY LIFE Position: Regional Integration Operations Service Manager (M/F/x) Customer: DHL Supply Chain Grade: RCS TBC Contract Type: Permanent Location: NORAM or LATAM preference Ohio DHL Supply Chain is seeking a dynamic individual to join our Integration CoE team. As the Regional Integration Operations Service Manager, you...
-
Regional Manager Center Coordinator
hace 1 mes
Ciudad de México, CDMX Johnson & Johnson A tiempo completoWe are looking for the LATAM Regional Manager Center (RMC) Coordinator, in CDMX This rol is a Regulatory Affairs professional with cross-country project responsibility. The role purpose is to lead and handle efficient Regulatory Affairs life cycle activities within LATAM countries. Accountability: Leading a team of specialists and coordinating their efforts...
-
Ga Manager
hace 3 meses
06500, Cuauhtémoc, CDMX, México DiDi Global A tiempo completoCompany Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...
-
Solution Customer Success Manager
hace 2 semanas
06500, Cuauhtémoc, CDMX, México SAP A tiempo completo**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...