Operations Business Center Manager

hace 1 mes

Ciudad de México, Ciudad de México Avantor A tiempo completo
Job Summary

The Operations Business Center Manager will oversee the supervision of the Mexico City teams and serve as a brand ambassador for the Avantor Business Center in the region. This role will work closely with the Avantor Business Center Leader to implement the Governance structure, System operations, and IT enabled Services, while engaging in strategic placement and business scope discussions.

Key Responsibilities
  • Supervise and manage the Mexico City teams to ensure the achievement of the center's objectives in line with the yearly targets.
  • Ensure the supervision of the Mexico City ABC teams from a commercial perspective.
  • Drive improvement projects (automation initiatives, A3s for optimization, standardization, etc.) and implementations to ensure the company goals are met.
  • Act as the local contact person for stakeholders regarding process, people, optimizations, additional scope, transitions, and implementations.
  • Play an active role in ensuring harmonizations are achieved in the respective tower.
  • Be the brand ambassador of the ABC in the region and work closely with the ABC Leader in implementing the Governance structure, engaging in strategic placement or business scope discussions, and improvement initiatives.
Requirements
  • 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.
  • Real-time 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.
What You Will Thrive In

This role 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.
What You Will Do

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 Leadership or to the Process/Country Leads and Commercial Excellence Team.
  • Drives motivation for the team members.
  • Actively listen to team members' feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishments.
  • Determines completion timeline and monitors progress to ensure the project is on track.
  • Supports the company in implementing best practices for processes and proactively identifies, proposes, and implements continuous improvement opportunities in existing processes within the team.
  • Act as primary contact for local organizations in terms of coordination and servicing.
  • Liaises with internal stakeholders across different towers of the company, as well as external customer stakeholders to coordinate and promote service delivery excellence of the company to the customer.
  • Manages the team budget and ensures that the costs are under control.
  • Manages quality and internal control action plans following the detection of discrepancies in global objectives.
  • Continuously strive to build a culture of high-performance.
  • Continuously strive to improve processes via digital tools implementation or other available tools and methodologies locally or globally.
  • Encourage creativity and risk-taking.
  • Suggest and organize team-building activities.
  • Focused on delivering the best strategy for the center.
  • Ops Managers may take additional responsibility for some projects or larger topics, locally or globally, based on their skills and company needs.
  • Team Leads can act as and support the process based on needs.
  • The success in his role will be measured by Financial, NPS, People – attrition, career growth.

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