Business Operations Manager   

(German speaking)

Our key multinational client in Shared Services industry is looking for a senior candidate for its Managed Print Services unit. This position is not customer-facing; it is a back-office role. However, seniority is required to oversee the process and communicate and coordinate with multiple internal teams.

Location: Budapest, 9. district

Benefits:

• Remote working opportunity
• Home office: 3 days in the office, 2 day home office
• Great learning and development opportunities
• International working environment
• Supportive work environment
• Open-Culture mindset

Key responsibilities:

The BOM role is focused on ensuring that WW Managed Print Services (MPS) processes are executed in accordance with our client’s capabilities and contractual obligations to its customers as defined by the Customer Statement of Work (SOW). 

• Provide on request consultation/guidance to pre-sales team on capabilities and services and ensure compliance with processes
• Responsible for contractual interpretation and set up of customer requirements as defined in a Managed Services Statement of Work. Coordinate all teams involved in account set up to ensure timely & smooth implementation.
• Work with various cross functional teams to provide support, analysis and drive resolution for escalations regarding account setup, consumables deliveries, devices registration, billing, cash collection and other general account issues.
• Focus on swift escalation resolution, while ensuring quality resolution and minimizing customer impact and risk of re-occurrence.
• Control Device Registration end to end process; Investigate and solve registration issues
• Manage the creation process of a unique/ad hoc customer invoice and work with the invoicing team to ensure correct execution.
• Support WW system and/or process changes, participate in continuous improvement activities/projects, test end to end process improvements/changes with EMEA SMEs support & guidance
• Work closely with in-countries contacts to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations.
• Provide MPS Operations subject matter expertise and guidance for the Country organization (Finance, Operations, Customer Ops, Service Delivery etc) and Shared Service Center teams in regards to customer, contract, invoicing, entitlement set up and asset lifecycle management.
• Monitor account dashboard and KPIs to ensure proactive resolution, prevent customer impact and engage when KPIs drop below SLA

Requirements:

Position is a senior position and involves the use of developed interpersonal skills and requires:

• Minimum, an undergraduate degree (BA/BS),
• Significant operations experience (average 5+ years or more). 
• Working knowledge of Siebel and/or SAP systems is a clear advantage
• Proven project management experience.
• Strong analytical and reasoning abilities
• Can effectively lead meetings; commands attention and can change tactics midstream when something is not working
• Able to effectively debate position when challenged and debates position when it does not align with project objective
• Highly fluent English and German language skills