Descripción compañía

At SIXHUNTERS, we are looking for a Delivery Leader for a multinational consulting firm specializing in the automotive sector.

Funciones

• Manage the contact center.

• Ensure the design, supply, set up and delivery management of new Business across the Value Stream/s at Local or Regional level.

• Ensure Lean and continuous improvement implementation across the Value Stream/s delivery.

• Monitor Customer Satisfaction trends, including Customer Satisfaction Index (CSI).

• Carry out ongoing customer reviews / contacts to ensure customer requirements are well understood and service delivery exceeds customer expectations.

• Ensure actions are taken to prevent and address potential internal and external customer concerns.

• Establish employee (direct reports) individual targets in line with Value Stream/s overall targets.

• Carry out ongoing individual performance reviews to ensure understanding of targets and monitoring of performance across the Value Stream/s.

• Improve People management processes, support employee development and growth, and increase employee satisfaction and engagement across the company.

• Provide feedback to your manager on product/solution development opportunities as consequence of frequent customer contacts, industry knowledge and ‘ad hoc’ interactions with strategic business consulting companies, to foster innovation into the Value Stream/s.

• Drive the Local/Regional Value Stream/s delivery to meet the Local/Regional target (aligned with global target).

• Coordinate and/or organize the support to the Local/Regional Client Leader during the pre-sales and sales phases.

• Be responsible for the Local/Regional Value Stream/s P&L.
• Be responsible for providing on time all the invoicing instructions needed to Finance teams (depending on Geographical responsibility).
  
• Develop and implement resource plans to ensure project delivery at the highest quality standards which maximizes business opportunities.
  
• Communicate with all employees on a regular basis via Operations meetings, Newsletters, road shows, Town Hall meetings, emails etc.

Requisitos

• Bachelor’s Degree or equivalent work experience.

• Certified Project Manager by an industry recognized body, PMP or equivalent.

• Lean Six Sigma certification.

• Experience in service delivery and/or shared services.
• Experience in contact center management.

• Experience building business cases to demonstrate ROI.

• Experience with risk management techniques.

Ubicación

Madrid