P2P- Deputy Manager with English

Employer: GABTEO CONSULT
Domain:
  • Administration - Political Sciences
  • Quality Control
  • Management - Consulting
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.07.2019
    Short company description

    O companie formata dintr-o echipa tanara si dinamica, ce ofera servicii de consultanta si recrutare de personal.

    Requirements

    • Bachelor's Level Degree or equivalent;
    • Strong and proven people management skills;
    • Strong and proven functional skills related to the Accounts Payable field;
    • Advanced level of English – with strong verbal and writing skills;
    • Excellent communication skills;
    • Able to micromanage the team and process;
    • Organized, methodical;
    • Analytical thinking;
    • Decision making skills;
    • High EQ.

    Responsibilities


    1. Driving Operational Excellence
    • Responsible for achieving team SLA’s (Service Level Agreement);
    • Understanding and capturing customer baseline data around SLAs and operational metrics transition;
    • Managing daily work allocation;
    • Ensuring that country specific variances are handled according to variances, country specific documentation is kept up to date;
    • Daily processing of transactions ensuring no back logs;
    • Ensuring daily reporting for productivity;
    • Coordinating team schedule and leave planning;
    • Ensuring adherence to break timings by their teams;
    • Settings up Team member appraisal system and conducting them quarterly/yearly;
    • Conducting one on ones on monthly basis, quarterly, midyear and yearly appraisals;
    • Developing and maintaining Incentive program for Team members;
    • Moving between leadership role and team member role on various projects as required.
    2. Quality Assurance (QA) and Customer Satisfaction
    • Functioning as per QMS procedures;
    • Performing Quality Control processes in accordance with set guidelines;
    • Ensuring quality targets laid out are met for the processes owned;
    • Providing feedback to each team member to ensure adherence to quality requirements;
    • Identifying areas for improvement in processes & informing the management to obtain approval to implement change;
    • Ensuring regular capture/update of complaints/ Escalated Calls in Log;
    • Ensuring VOC (Voice of Customer) scores are met or exceeded in their area of competency;
    3. HR Collaboration
    • Working with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job;
    • Involving the Human Resources department on attrition related issues and keep attrition levels.
    4. Training
    • Ensuring Training Needs Identification (TNI) is done regularly for all team members;
    • Timely Training schedules are followed and delivered;

    5. People Management
    • Planning and executing daily debriefing sessions for all agents;
    • Following communication Calendar – arrange skip level meetings SOM/SDL for team every quarter;
    • Improving/Maintaining Employee satisfaction and VOE success;
    • Ensuring Reward /Recognition for Top Performers, Significant Contribution;
    • Motivating and building the skills of the team;
    • Encouraging and driving team activities ;
    • Building relationship within his team;
    • Expanding team members capability on KPI (Key Performance Indicators), metrics tracked for performance management.

    Other info

    Benefits:
    • A great office and young team, a friendly atmosphere and a multinational environment;
    • Teambuilding and Christmas party events;
    • Great work-life balance culture;
    • Performance bonuses according to your results;
    • Wide range of development and training options (including soft skills and language courses);
    • Career path perspective and personal development plan;
    • Free coffee and fruits to keep you energized but also medical coverage;
    • Bookster and Benefits Online to enjoy your hobbies.