Regional Operations Manager
hace 3 semanas
At SAP, 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.
Key Responsibilities:- Manage day-to-day operations, 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.
- 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.
- 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.
- 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 is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
Successful candidates might be required to undergo a background verification with an external vendor.
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