The way the world does business has changed forever. To survive and flourish in this era every business must differentiate itself from the competition. Every company must innovate and become special. We have always delivered technology innovation to our customers. Now we partner with them in their business to help them become a special company, and to stay special. To make our customers special we need people who are above the ordinary. Who understand the value of opportunities, cross functional jobs, world class training and collaboration with the talent from across the world.
Workplace: Cracow
Description of Role:
The EMEA O2C Process Manager serves as the primary technical leader for O2C operations, interacting with Delivery Centers and teams from Sales and Solutions. In working with sales and solutions, the Process Leader plays a prominent role with new clients, demonstrating deep process knowledge and explaining how work will be delivered with IBM. The Process Leader is responsible for reviewing all new solutions and, prior to sign off, communicating risks and assumptions to delivery leadership in the geography.
For delivery operations, the Process Leader is responsible for ensuring that O2C teams implement best practices where possible and continually work with clients to evaluate process changes that will improve performance. Frequently the Process Leader will engage in day to day management of operational teams when performance requires improvement. The Process Leader serves as the regional focal point for annual Continuous Improvement targets.
In addition to the above responsibilities, the Process Leader participates as part of the O2C Process Team in developing and modifying process bluebooks, solutions standards, SLA and Internal Control standards, and process maturity models.
Skills required:
Technical Skills:
• Possesses extensive experience and knowledge in leading O2C teams, with direct exposure to sub-processes like Collections, Dispute Management, Cash Application, Credit Management, and Billing.
• Understands and applies expert knowledge of F&A programs, policies, and practices to resolve critical employee relations issues or develop new/complex programs
• Understands organizational resources, priorities, needs and policies, and the unique requirements of O2C processes
• Has experience in leading large teams
• Is experienced in dealing with Executives (client and internally)
• Has in-depth knowledge and experience in executing business processes, management and measurement systems
• Has deep experience in driving teams to work in a service oriented, customer focused environment
• Possesses broad proficiency control requirements
• Promotes the IBM Foundational and Leadership Competencies and acts as a role model
• Promotes high potential programs
Communication/Negotiation:
• Possesses excellent written and verbal communication skills to interact regularly with F&A and managing executives (client and internally)
• Mentors others in the F&A Delivery organization
• Provides guidance to line management and team members in new or complex employee situations, implementation and development of F&A programs
• Leads negotiations effectively with department and other team members, i.e., line and F&A management, employees, other staff functions (tax, finance, legal, etc.) and other F&A professionals, to define goals and strategies for attaining them
• Provides clear and concise executive level reports to client management
• Advises managers on the implementation of local legislation
• Drives clear and concise communication within the team and drives good team spirit
Problem Solving:
• Anticipates emerging problems/issues related to F&A programs, policies and practices
• Develops and leads execution of F&A plans for solutions to be implemented
• Understands future employee, industry and F&A trends and applies this understanding to develop solutions to create a high-performance culture
• Analyzes complex/unprecedented F&A issues
• Analyzes customer needs, develops innovative solutions and assesses business and technical impact of solutions
• Exercises high degree of analytical ability in the design, development and implementation of F&A processes/transactions and reports
• Takes decisions which have major impact on business operations, revenue, profit, and client satisfaction
• Interprets and evaluates business results and alerts executives of impacts (client and internally)
Contribution/Leadership:
• Leads highly visible special projects
• Participates in exploratory activities into new F&A programs, practices and solutions
• Leads program or delivery design activities related to F&A programs
• Exhibits strategic vision of functional/unit mission and applies vision in developing programs or leading engagements
• Influences people and organizations, including IBM executive management on issues related to F&A programs/practice design
• Provides coaching and guidance to department and team members in designing solutions to F&A problems/issues
• Provides leadership, resources and tools to deliver contracted services to client
• Develops and maintains appropriate business control posture for area of responsibility
• Sets and controls headcount targets
• Drives F&A Strategy across the organization
• Delivers executive level presentations to client and internally which highlight alternatives, recommendations, implications and risks
• Continually improves own people management skills and encourages their senior team members to do the same
• Acts a role model for the IBM Values and Leadership Competencies
Impact on Business/Scope:
• Is accountable for overall business results with client as contracted and for follow-on business
• Is responsible for the successful implementation of O2C solutions, working closely with line management and F&A leadership to integrate this among the whole department/service center
• Works with all levels of the line unit to ensure business goals are achieved through innovative O2C solutions and approaches
• Is accountable for achievement of high client satisfaction
• Drives the success of client contract and BTO business as member of the management team
What we offer:
- implementation that enable independent work on the position
- very good atmosphere at work in a project team
- opportunity to work for international clients
- an opportunity to gain experience
- high possibility for self-development
- the opportunity to participate in training and language courses
- private health care for employees and family members
- a comprehensive package of life insurance
- an extensive benefits package
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