Job Description

Responsibilities:
 Handling all HR related requirements
 Defining Performance Standards
 Diagnosing and Addressing Performance and Compliance Problems
 Defining and Applying Motivational and Retention Strategies
 Coaching and Counseling

Operations Management
 Manage and support the service delivery to meet or exceed the agreed key performance
indicators (KPI’s)
 Ensure Services staff conform to recognised and bespoke operational processes to
support customers
 Support resource planning and assignment, real-time prioritisation, and management of incidents in line with clients/customers guidance
 Ensure the clients/customers Brand and Operational and Customer Rules are respected and adhered to
 Provide support, guidance, improvement options
 Delivery of the agreed reporting components
 Escalation point within Services framework for Services staff and clients/customers Management alike
 On-site focal point for agreed operational and service review meeting
 On-site focal point for contractual and commercial issues

Skills and Experience:
 Good interpersonal communications skills (verbal, oral and presentation)
 Proficient knowledge of business English
 Proven leadership skills
 Minimum 3 years’ experience of people management
 Customer Service experience is essential, within Customer Care or similar prime Customer facing environment.
 3 years minimum of business experience, ability to demonstrate business acumen
 Clear understanding of Incident and Problem Management processes e.g. ITIL
 Strong decision making skills
 Strong interpersonal and communication skills
 Ability to plan and organise complex tasks effectively
 Experienced team player capable of meeting team and organisational goals
 Ability to work under pressure, flexibility
 Good understanding of Hungarian HR legislation and ability to implement in practice
 Ability to distinguish between company and client business needs and translate client
operational needs further into commercial perspective
 Demonstrable experience dealing with multiple number of different stakeholders (client,
suppliers, internal teams) & different levels of management

Desirable skills & experience
 Operational experience of custom and outsourcing environments would be advantageous; Proficiency in German advantageous

How to Apply

Please send an updated CV in English to ricardo.thomas@nscglobal.com

Job Categories: IT. Job Types: Full-Time. Job Tags: delivery manager, resource manager, and service delivery manager.

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