Cash Application Team Leader - 23 months determined period

Responsibilities:

• Daily monitors the team workflow in order to make sure customer queries are addressed timely and correctly 
• Ensures accuracy in delivering records and prepares reports at request of management following agreed timelines 
• Makes quality evaluations of the team members’ activity and gives feed back for improving the performance 
• Sets and follows the achieving of the KPI’ s agreed with the internal customers 
• Acts as an escalation point in case of difficult customer issues 
• Ensures a proper work allocation to the team members in order to meet the KPIs 
• Acts as an escalation point for the customer’s queries 
• Takes the necessary operational decisions for the customer CC orders 
• Evaluates & monitors performances 
• Sets KPI / follows KPI 
• Trains & coaches the team 
• Acts as an escalation & key contact point on process 
• Conducts effective performance reviews 
• Supports each employee in identifying areas of development and build relevant development plans 
• Motivates the subordinated staff 
• Cascades & communicates all management decisions to the team & ensures follow up 
• Acts as an escalation point for team’s concerns 
• Delivers to the upper management the requested information 
• Keeps the attrition rate at a low level 
• Designs & proposes updates for the policies in place in order to achieve targets 
• Coordinates with the other team leaders in the department to ensure shared KPIs are met 
• Coordinates with the other team leaders in the department to ensure that SSCs decisions and initiatives are cascaded timely and appropriately to all team

Requirements:

• Involved in operational activities half of the time with a "lead form the front" management style
• Performance management is a day to day requirement
• Good leadership, coaching and motivational skills required
• Very good organizing skills and proven ability to monitor multiple complex activities
• Good analytical and interpersonal skills
• Self motivated and proactive
• French or German as a second language is a plus

About Us

The Shared Service Center (SSC) in Cluj was opened in August 2007 with the purpose of supporting Office Depot’s financial operations at a pan-European level. Since June 2008, we are located in Iulius Business Center, one of the newest and most modern office buildings in the city. Our staff consists of over 450 associates, who are working in 40 teams, and support in 6 languages operations for 11 countries: UK & Ireland, France, Spain, Italy, Germany, Austria, Switzerland, Belgium, the Netherlands and Luxemburg.

Although 80% of our scope is still finance-related, the SSC has gradually extended its area of operations to Data Management Services, eCommerce and Marketing Operations, IT. The SSC has also acquired several pan-European support positions in fields such as: financial analysis, business process improvement, project management, legal and HR analytics. To support these operational departments, we also have a team formed by Human Resources, Finance, Facilities and IT.

At Office Depot, we take care of people. At gist, our Cluj Center is a dynamic place to work, offering its associates career opportunities, supported by team building programs and extensive training plans. Besides this, we organize social events and there are plenty of occasions to get involved in social responsibility activities.