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CRO Commercial Operations Manager
Company: Multinational Technology Company
Romania, Bucharest
Ref: EP026-03
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About the Company :
| The company provides technology solutions to consumers, businesses and institutions across the globe. The company’s offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing for consumers, enterprises and small and medium businesses. Our company employs over 140,000 people in 178 countries doing business in more than 40 currencies and more than 10 languages. |
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About the Job :
Job Description
The Operations Manager (OM) works in a pan- European, multicultural and multilingual channel business environment. He/she is responsible for providing leadership for CRO Commercial Operations as a hosted function within SPO – Channel Replenishment Operations. The OM is responsible for delivering operational excellence according to defined service levels.
He/she must establish strong links and represent CRO within the Commercial Channel Sales organization, the country category management and other linked country organizations such as Logistics and Credit and Collection.
The Operations Manager is responsible for:
1. Operational Excellence
•Managing the operational activities required to ensure service levels are delivered to our
Channel Partners and stakeholders.
Ensuring business control metrics – BFT’s and score-cards are within pre-defined goals.
Managing all aspects of Order Management and Post Sales services serving our Commercial Channel Partners.
Managing our offshore Transaction Processing Centre, monitoring their business controls and stepping in when required to fix any re-occurring issues.
Maximizing utilization of Transaction Processing Team.
Resolving partner/BU Escalations.
Coordinating Revenue optimization, with a special focus on quarter and fiscal year end
Managing and controlling department budgets.
Resolving escalations for structural operational issues.
2. Customer:
Fostering a culture for TPE - Total Partner Experience.
Demonstrating passion for our customers.
Resolving high level partner escalations.
Working with Country Operations Manager to assist partner satisfaction.
Fostering strong and close interaction with country CRO teams and functions.
Nurturing strong channel partner engagement and participating in partner quarterly operational reviews.
3. Organisational Development & People Management.
Attracting, retaining and developing a talented workforce.
Defining clear goals and objectives for each employee.
Coaching team to set the right priorities.
•Promoting individual and team autonomy.
•Motivating team through peak volume/stressful periods.
•Identifying and utilising team & individual strengths.
•Developing job profiles in line with new business strategies and coaching team to adapt to new roles.
•Continuing to deploy an effective and efficient organizational structure.
4. Quality and Audit
Ensure that company policies, legal regulations and audit requirements are met and maintained.
Contribute in strategic improvement activities.
Lead country/specific project initiatives.
Key Measures:
• Operational Service Levels (OrderTAT, Claims TAT, …)
• Financial Performance (ASPIRE, HC, CPNS$)
• Channel Satisfaction Rating
• Employee Survey Results
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Profile of Ideal Candidate :
• Strong Leadership profile
• Able to operate in Sales environment and build strong linkages between Sales, Channel Partners and other Operational Functions
• Solid order fulfillment process knowledge (orders, claims, supply chain)
• Solid experience in people mgmt
• Ability to deal with conflict situation
• Strong teamwork
• Fluent in German and English
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