Operations Business Center Manager

Operations Business Center Manager

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. This role 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 individuals (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 Leadership or to the Process/Country Leads and Commercial Excellence Team.
• Drives motivation for the team members.
• Actively listens to team members’ feedback and resolves any issues or conflicts.
• Recognizes high performance and rewards 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 strives to build a culture of high-performance.
• Continuously strives to improve processes via digital tools implementation or other available tools and methodologies locally or globally.
• Encourages creativity and risk-taking.
• Suggests and organizes 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.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.

Avantor, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries. Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve. One of our greatest strengths comes from having a global infrastructure that is strategically located to support the needs of our customers. Our global footprint enables us to serve more than 225,000 customer locations and gives us extensive access to research laboratories and scientists in more than 180 countries. We set science in motion to create a better world.