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FRENCH SENIOR CS OPERATIONS MANAGER
Company:MORGAN MCKINLEY |
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Job Reference Number |
14566658 |
Client ID: |
RI/906103 |
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Posted On: |
Feb 7 2012 |
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Location: |
CORK, CORK |
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Job Type: |
Permanent |
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Salary: |
EUR70K - EUR80K /A |
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Benefits: |
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This person needs to be strong in character with the experienced ability to drive the CS function to ensure customers are given the ultimate service.
Fluency in French and English.
Job requirements
- To lead, develop & motivate your team managers to ensure delivery of service is best in class.
- Closely manage staffing, schedules, process change and six sigma initiatives.
- Analyse process and procedures to ensure that you are driving positive change among quality initiatives.
- Figure head for the French team in Cork among various forums and EMEA wide meetings.
- Continuous leadership to enable team managers to develop and grow within the organisation - build your succession plan.
- Ensuring CS teams are achieving all KPI's and management objectives.
- Consistent support for your team managers and continuous engagement in 1v1 & group meetings.
- Be the ambassador with vision, direction and creating a family culture
- Strategic thinking when planning and delivering operational duties with the WW planning & finance team.
- Build strong rapport with cross departments, building focus groups to gain support and feedback
- Understanding your customer and supporting their feedback by escalating to relevant CS functions for resolution.
- Aggressively driving operational excellence and efficiency.
- Always shares and leads by best practice - Lead by example with global counterparts
- Liaise closely with HR when hiring quarter on quarter
- Monitor service levels at all times taking actions when nescessary
Skills and Experience
- Dynamic and focused individual with 5+ years in a senior operations capacity
- Experience within a fast paced metric driven environment
- Influential people management skills
- You must be able to lead with a purpose, a vision, a direction
- Strong communication skills with the ability to manage across various levels and functions.
- You must have a love for customer service and understand the operations of the environment you are working in.
- Excellent influencing and negotiation skills.
- Practiced working knowledge of Six Sigma tools and Lean techniques.
Competencies Critical to this role:
Strength in character, a mentor, customer obsessive, a talent spotter, innovative & most of all a strong leader
If you wish to apply or know more about this position, please contact Jason Doyle @ Morgan McKinley
