Description du poste
Purpose of the role and expected results:
The main objective of OTC Senior Lead is to drive operational excellence within OTC teams (Billing, Contract management, Dispute management, Master data, Cash collection teams) referring to achieving best possible outcome of activities, but equally developing strong expertise among team members and autonomous team players who are able to take critical decisions and actions to secure business consistency. Position holder will be key player in bringing forward a meaningful communication within the Team, with the Operations managers and Regional Track lead, on any topics related to business goals and objectives, strategic initiatives, individual and group contribution, and development. This is a hands-on operations management position with deep process knowledge and execution is required.
Key components of success will include:
• Operational excellence - Ensure that SLA’s, plans, targets, outlooks are tracked and met
• Communication & Influencing - the ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally; provide and receive feedback and plan accordingly future initiatives
• Leadership and employee engagement
• Robust management & escalation process handling
• Reliable escalation point with strong and adequate advises on correct process understanding and application
• Resilience under pressure and ability to quickly adapt to unforeseen work demands
Profil recherche
Who could be right for the job?
• Applicants demonstrating ability to analyse and recommend on problem resolution and to assist in taking decisions with major impact on business operations, revenue, profit, and client satisfaction
• Tactical thinkers and planners
• Experienced managers with ability to lead, motivate and inspire others to excel and deliver high standards of performance for the business
• Candidates showing Creativity and Innovation - The ability to challenge current ways of doing things, Individuals demonstrating expertise in assessing issues, defining causes, and prioritizing/executing solutions, anticipate risks
• Individuals with strong organizational abilities and well-structured in the daily routine
Skills critical for the success in this role
• Demonstrable leadership
• Strong analytical skills
• Ability to work on own initiative
• Strong communication skills
• Planning, organizing, executing and controlling skills
• Excellent performance management abilities
• Build on business, teams and individuals development programs
• Fluency in French and English
• Relevant education or/and demonstrable experience for the role