Full Job Description
Additional guidance/criteria:
Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region.
Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers.
Responsibilities:
Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies within the Channel operations space.
Manages non-exempt/exempt individual contributors and/or supervisors.
Has accountability for results of a major program in terms of cost, direction and people management.
Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility.
Plans, manages and monitors operational/tactical activities of Staff. Staff members’ work may involve strategic issues.
Recruits and supports development of direct staff members. Typically reports to MG2 or Director.
Manages a distinct team of exempt individual contributors that support a complex business segment within the channel operations space
Defines the overall strategy of the team, aligned to the broader strategy of the organization and stakeholder priorities
Proactively identifies opportunities for process improvement and policy development and engages in the design and implementation
Responsible for setting and monitoring annual performance plans, coaching, and career development; ensures that the proper tools are in place to support the team and the processes.
Responsible for end to end operations orchestration on respective processes
Meets with business leaders to understand and discuss trajectory of the business.
Networks with other groups to share knowledge and drive own team’s interests.
Develops action plans to address roadblocks or issues affecting team.
Education and Experience Required:
First level university degree or equivalent experience; may have advanced university degree.
Typically 8+ years of experience in customer service.
Typically 0-2 years of people management experience.
Knowledge and Skills:
Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.
Extensive knowledge of internal processes and policies.
Excellent understanding of local legal compliance issues.
Superior teamwork skills.
Strong analytical skills with respect to performance metrics; ability to know when and where to make adjustments to improve or maintain metrics.
Strong financial and business acumen; general industry knowledge.
Strong leadership and supervisory skills, including goal-setting, conflict resolution, performance management, budget planning, problem solving, evaluation and employee engagement.
Advanced project management skills.
Advanced mentoring and coaching skills.
Intermediate knowledge of operating systems software (e.g., Microsoft Office).
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