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Operations Business Center Manager
hace 2 meses
**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, IT enabled Services, and engage in strategic placement, business scope discussions, and focused improvement initiatives via digital transformation.
**Key Responsibilities**
- Supervise and manage the Mexico City teams from a commercial perspective.
- Oversee the achievement of the center's objectives in line with the yearly targets.
- Drive improvement projects (automation initiatives, A3s for optimization, standardization, etc.) and implementations to ensure company goals are met.
- Ensure proactive cooperation and partnership-based communication with other ABCs.
- Initiate transitions in case of an increase in the scope of the operations or in case of scope optimization among various ABC locations.
- Play an active role in ensuring harmonizations are achieved in the respective tower.
**Requirements**
- University degree.
- 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.
- 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.
- 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.
