Capita is the UK’s largest business process outsourcing company. We started in 1984 as a Chartered Institute of Public Finance and Accountancy computer services division with just a couple of people on the payroll and evolved into an international company hiring 64,000 staff across UK, Europe, India and South Africa. Since its launch, Capita plc has grown to become a FTSE 100 company generating £3,8bn turnover at the end of 2014. Our goal is simple - to help our huge range of public and private sector clients improve service to their customers.
Capita Poland’s Krakow Business Centre was established in late 2011. We are a multi-disciplinary business process outsourcing centre set up by the Capita Group Plc. The centre provides state-of-the-art services offering employees the opportunity to work for various clients and develop expertise in a wide range of disciplines. At Capita Krakow we deliver multilingual business service that range from managing complex processes to more transparent transactions.
Given our expansion plans in a number of sectors and the addition of some exciting new projects, Capita is currently recruiting for the position of:
Captia Translation and Interpreting is a global organisation specialising in providing Language Services to UK and Worldwide organisations. The service operates from a number of locations and this role is primarily to ensure that the operational team in Krakow delivers a service in line with customer requirements and business objectives.
This is a key role in the management of the Operation in the Krakow Business Centre leading a team of up to 100 FTE. Strong leadership and good people management skills are essential as well as the ability to drive and inspire the teams to deliver the best possible results.
Reporting to the Operations Director and working with Senior Management there will be a need to deliver a continuous improvement program to ensure that the business is running efficiently and effectively.
Experience and understanding of UK markets is essential to make sure that the operation is fully aligned to requirements and expectations of the business and its customers.
- Ensure Customer Service Levels / KPI's are achieved
- Deliver productivity levels in line with expectations
- Managing workloads and work streams to optimum efficiency according to changing volumes and circumstances
- Maintain good day to day working relationships at appropriate stakeholder level
- Provide positive leadership to the operation to develop and maintain a team ethos
- Point of escalation in the team for raising key issues and taking ownership for resolving these issues
- Responsible for making sure that the operation is delivering a quality service in line with documented procedures
- 5-10 years experience of managing large scale operations (100FTE)
- Experience of Outsourcing and or Language Services
- Strong leadership skills with the ability to motivate and inspire
- Strong people management skills and experience of managing managers
- Fully fluent in English and excellent communication skills both verbal and written
- Use of management information to drive change and improvement
- Experience of managing client relationships within a BPO or Shared Services environment
- Experience of Microsoft Office packages at a good level
- Educated to degree level
- Work in an international and multicultural environment
- Opportunity to work in a market leading organisation
- Opportunity to develop your career in a growing organisation
- Competitive salary and benefit packages
- Training and development opportunities within the company