06-03-2008 | EXPIRA LA 05-04-2008
Job expirat
Purpose of the Role
Head of the local Operations team, hiring, training and coaching the local team members.
Ensure that regional/global Operations strategies are delivered, by developing local solutions according to the overall strategy to optimise the execution of the Fulfillment, Logistics and Customer Service activities
Manage communication and control for the vendors in charge with: Response and Payment Processing, Laser printing, Packing, Dispatching, Postage, Returns Processing, Import/Export, Warehousing and Stocking, and for the Customer Service Centre (Call Centre, Letters & E-mails Processing).
Position in the Business:
Act as a contributing member of the local company business management team.
Point of contact and support for all the other departments (Country Manager, Marketing, Finance& Accounting, Controlling, Promotion, Editorial, Ad Sales) in all Ops related functional or technical questions.
Ensure that Ops view is considered in all processes where Ops are relevant, active part in planning and executing the implementation of new business development
Key Responsibilities:
20% - Organization of the local Operations department
Distribute the Operational tasks to the team members and offer support in order to have all internal processes performed according to the procedures. Go through the appraisal and goal setting processes according to corporate rules, with each of the team members
Performance to be confirmed by the feed-back from the people in the team and from the superiors, also from the internal/external auditors
30% - Supplier management: cost and performance control
Controlling the quality and the costs for the services provided by all the existing Operations vendors and partners; building up the relation with the new vendors – consolidation and analysis of the offers, cost and contract negotiations, implementation planning and execution
Performance to be measured based on vendor’s performance, KPIs and customer satisfaction surveys, and by cost saving results
20% - Preparation and execution of the campaigns
Input the Ops perspective in the campaigns plans (DFC), coordinate the accurate execution of the campaigns; drive the quest for solution in new business developments, or when mistakes happened in the planning or in the preparation of the campaigns
Performance to be quantified by the results of the campaigns, KPIs and customer satisfaction survey
5% - Departmental budgeting
Main input in building up the Budget for all Ops related costs, ensuring the correct booking of the actual costs in Oracle, involved in monthly and quarterly reconciliation
Performance to be proven by correct Budget and reconciliation
10% - Analysing and reporting
Report and summarize local business performance and trends but also best practices and other major issues back to local, regional and global management
Performance based on the accuracy of the reporting and relevance of the conclusions of the analysis
15% - FF Systems maintenance and support
Ensure the timely and accurate update of the system settings, meeting the requirements of the ongoing campaigns – guiding the Ops person in charge
drive together with IT the development of major systems, Oracle (order to cash), IFS and additional systems; offering ongoing support as a super-user
Performance relates to the accurate and timely updates and adjustments to the systems, and to the feed-back from the end-users regarding the support they receive
Personal Characteristics
- Multitask personality; well organized; determined; strategic; accountable; committed
Analytical, logical-mathematical thinking
- Communicative; supportive; emphasising excellence; innovative
Education and Skills:
- University Degree
- Advanced written and spoken English
Computer skills:
- Advanced Excel - for analysis and reporting
- Oracle super-user qualification
- Advanced knowledge for FF/CS side of the Database System – IFS and the additional programs for shipping instructions processing
Proven negotiation skills and project management skills
Experience:
- Minimum 3 years experience in Operations, in a position involving supervisory and organizing duties, working with the specifics of the Direct Marketing, databases and related systems, outsourced vendors’ management, stocking control, postal issues, call centre activities
INTERNATIONAL SERVICE GROUP PERSONNEL MANAGEMENT (ISGPM) este filiala din Romania a companiei ISG Personnel Management Austria, prezenta in Romania din 1999. Reteaua ISG opereaza la nivel international in 22 de tari europene, prin peste 150 de consultanti, traineri si specialisti in resurse umane. ISGPM furnizeaza solutii complete pentru domeniul resurselor umane, serviciile noastre incluzind selectie si recrutare de personal, evaluare de personal prin metoda Assessment Center si prin testare pshihologica, training si dezvoltare de personal sustinute de sesiuni de coaching individual, audit de management, outplacement, payroll, consultanta in management si administrare de personal. www.isgpm.ro
