Associate Manager Operations

Location: Warsaw, Mazovia, Poland

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Job Number: 576

External Description:

Key activities:

 

Service Delivery

  • Ensure optimum staffing levels to service account effectively and profitably.
  • Ensure the delivery of the overall solution meets budget and time goals.
  • Management of account performance to ensure KPI’s and SLA’s are exceeded.
  • Ensure all team members are meeting internal RSR SLA’s, direct corrective action, as needed.
  • Responsible for meeting customer, external consultant and supplier satisfaction targets.
  • Escalation management of external consultant issues, ensure timely resolution, direct corrective action as needed.
  • SLA management, service and performance review with client (QBR’s).
  • Evolve and upsell new solutions and add-ons to the service.
  • Develop and refine client processes and procedures, identify areas for improvement and implement solutions needed to streamline work-flow and increase operating efficiency.

 

 

Leadership

  • Provide direction and guidance to the Delivery team and ensure their knowledge, capability, training and support relevant to the tasks expected of them.
  • Establish metrics and expected performance levels of all team members and provide feedback and coaching where appropriate. Set goals to help prioritize resources.
  • Ensure the team has access to the right tools at the right time, informing team of company updates.  
  • Coach and mentor team to meet service level(s) required. Provide recognition for positive results.
  • Work to ensure a cohesive and highly motivated team environment with responsibility for effective knowledge share and skill transfer. Conduct direct report meetings to promote team work.
  • Monitor work and evaluate results to ensure organizational objectives are met.
  • Provide training where necessary on the appropriate skills and techniques. Coordinate the training delivered to new team members on project specific tasks and systems.
  • Identify and select effective staff to meet service delivery commitments.
  • Provide induction, performance management, development, reward and succession planning.

 

  

Stakeholder Relationship Management

  • Lead and manage day to day client relationships and manage client expectation.
  • Develop strong client relationships, communicate client requirements to the internal operations and business, provide innovative solutions to solve client needs.
  • Engage proactively with the client to understand needs and drivers to ensure appropriate resourcing strategies are aligned and put in place and forecasting is achieved.
  • Build effective business relationships with the supplier base.
  • Ensure that stakeholder satisfaction surveys are sent out and the results are reported accurately.
  • Escalation point for any daily operational issues.

 

 

Other

  • Audit and verify accuracy of all invoices and billing accruals, as needed.
  • Familiar with contract schedules & contractual terms and have the ability to execute against them.
  • Manage and/or participate in periodic ad-hoc projects and perform other duties as required by AstraZeneca.
  • Responsible for feeding back account progress and business development opportunities to RSR Management.

 

 

Qualifications:

  • University Degree or equivalent relevant business experience.
  • Preferably Business related postgraduate qualification

 

Experience:

  • A minimum of 5 years’ experience of working in the recruitment industry in a delivery capacity and a minimum of at least 1 year as a Delivery Manager of a sizeable project in both contract and permanent recruitment
  • Documented and solid experience of managing and motivating teams.
  • Experience of working in an on-site environment is a distinct advantage
  • Experience of having used Fieldglass as a vendor management application is a distinct advantage.
  • Proven ability to liaise with all levels of management, especially Director level.
  • Proven ability to develop and deliver business plans and recruitment strategies.
  • Experience in researching complex issues and developing recommended actions.

Job Number: 576

Community / Marketing Title: Associate Manager Operations

Location_formattedLocationLong: Kalisz, Wielkopolskie PL