Operations Manager in Berlin, Deutschland

Job Title: Operations Manager
Reporting to: Service Delivery Manager
Location: Berlin

Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialize in internet based searching and video sharing platforms. As Operations Manager you will have overall responsibility for the day-to-day running of the business comprising both external and internal service delivery within a customer outsourced environment. In order to be successful in this role you have to embrace a fast changing and dynamic environment, and be comfortable interacting at all levels within your own organization while managing senior relationships within the customers’ organization.

Duties and Responsibilities
Work with our Client and arvato throughout the program network to drive SLA & KPI performance, such as Quality, Productivity, Turn Around Time, Utilization, cost objectives for the team as well as any new future Client metrics
Ensure excellent Client relationship is developed and maintained, where multiple stakeholders with our Client and own each of these programs and will require a level of individual focus, and a central Vendor Management area will require a centralized focus
Oversee and embody delivery of first class customer support and customer experience
Drive growth in the business through operational excellence. Lead the evaluation and implementation of operational change requests as well as discussion items impacting on service level agreements (pricing, SOW) with other departments.
Talent management of your team with clear goals and objectives, coaching and mentoring.
Lead the teams to ensure that we meet and/or exceed all targets whilst always focused on best practice and flexibility to deliver to Client requirements
Ensure operational metrics (daily, weekly, monthly, quarterly) are clearly communicated, understood and achieved
Enable and embody a culture of service, continuous improvement, including actively championing root cause analysis of issues whilst pushing for full resolution and deployment of corrective action at source
Maintain optimal resourcing and team capacity management levels at all times to ensure seamless service provision
Ensure tight delivery of staff training, development and performance programs and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential
Promote and sustain a supportive learning environment, collaborating with Client program/operations managers
Drive change initiative and continuous improvement. Proactively develop long-term solutions ahead of changes to ensure arvato is at the forefront in the service provision of outsourced services in customer experience.
Drive Innovations for our Clients, from initiatives generation through to Client approval and implementation
Represent arvato in Client & Competitors Innovations meetings. Keep arvato in a top rank in a high competitive environment.
Foster team spirit and high employee morale. Provide staff with leadership and motivation by a combination of high visibility and a comprehensive understanding of the roles involved. Empower and motivate direct reports, delegating responsibility as appropriate in order to enhance individual performance/development
Analyze/provide Senior Management with regular and timely MI in order to allow for joint strategic decision-making
Be the key contact for escalated Client and Customer issues ensuring tight follow up, prompt and satisfactory resolution manner to maintain Client and Customer trust. Enhance internal and external escalation paths wherever possible
Responsible for contractual management and control of related statement/s of work delivery and change requirements
Focused business overview management including clear requirements around staffing, Client invoicing, attrition and performance impacting
Drive Wellness Program


Required Qualifications & Experience
5+ years of direct Management experience in a Customer focused, Client facing Operations preferable
Strong financial discipline with experience creating business cases to support organizational initiatives.
Degree qualified, preferably in a Business or relevant field.
Fluent written and spoken English.
ITIL or Lean Six Sigma preferable
Cross country management experience preferable
Excellent written and oral communication skills.
Experience of customer presentations and interactions at a senior level.
Outstanding interpersonal skills, initiative, problem-resolution skills, negotiation skills and business acumen.
Strong process and analytical skills. Excellent judgment, logic and reasoning skills.
Ability to handle multiple assignments, with effective resolution of conflicting priorities.
Good understanding of core technology applications such as Email, Word, Excel and preferred work with collaborative and cloud based tools.
Excellent ability to lead, engage, motivate and provide superior customer experience.
Flexibility in hours and shifts required
Flexibility in relation to travel (Client meetings & Arvato cross location)
Experience successfully leading customer relationships at an account or management level
Service delivery or account management experience having lead high quality service delivery to customer(s)
Proven experience of internal or external supplier management.
Minimum Demonstrated ability to work collaboratively - within a matrix management environment.

Competencies
Grow and Develop People
Motivate and Support Performance
Encourage open dialogue and cooperation
Shape and Communicate purpose and Strategy
Create Value for Customers
Drive for Results
Enable Creative Environments
Value Innovative and Creative Talent
Embody Ethics and Values
Model Social Responsibility
Innovations

What we offer
Vibrant, multi-cultural city center environment
Yearly performance bonus
Comprehensive Benefits Package
Employee Assistance Program
Subsidized Health Insurance
Access to Discount Schemes
Career & Personal Development
E learning access
Paid Annual Leave
Paid Sick Leave after Probation


About Arvato
Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.
Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: <web address removed>
Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
At Arvato we recognize that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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