Delivery Leader

Descripción compañía

At SIXHUNTERS, we are looking for a Delivery Leader for a multinational consulting firm specializing in the automotive sector.

Funciones

Manage the contact center.

Ensure the design, supply, set up and delivery management of new Business across the Value Stream / s at Local or Regional level.

Ensure Lean and continuous improvement implementation across the Value Stream / s delivery.

Monitor Customer Satisfaction trends, including Customer Satisfaction Index (CSI).

Carry out ongoing customer reviews / contacts to ensure customer requirements are well understood and service delivery exceeds customer expectations.

Ensure actions are taken to prevent and address potential internal and external customer concerns.

Establish employee (direct reports) individual targets in line with Value Stream / s overall targets.

Carry out ongoing individual performance reviews to ensure understanding of targets and monitoring of performance across the Value Stream / s.

Improve People management processes, support employee development and growth, and increase employee satisfaction and engagement across the company.

Provide feedback to your manager on product / solution development opportunities as consequence of frequent customer contacts, industry knowledge and ‘ad hoc’ interactions with strategic business consulting companies, to foster innovation into the Value Stream / s.

Drive the Local / Regional Value Stream / s delivery to meet the Local / Regional target (aligned with global target).

Coordinate and / or organize the support to the Local / Regional Client Leader during the pre-sales and sales phases.

Be responsible for the Local / Regional Value Stream / s P&L.

Be responsible for providing on time all the invoicing instructions needed to Finance teams (depending on Geographical responsibility).

Develop and implement resource plans to ensure project delivery at the highest quality standards which maximizes business opportunities.

Communicate with all employees on a regular basis via Operations meetings, Newsletters, road shows, Town Hall meetings, emails etc.

Requisitos

Bachelor’s Degree or equivalent work experience.

Certified Project Manager by an industry recognized body, PMP or equivalent.

Lean Six Sigma certification.

Experience in service delivery and / or shared services.

Experience in contact center management.

Experience building business cases to demonstrate ROI.

Experience with risk management techniques.

Ubicación

Madrid

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