BD (Becton, Dickinson and Company) Director, Site Director, European Shared Service Center in Wroclaw, Poland
Job Description Summary
The Site Director will provide campus oversight and manage all daily service center functions with responsibility for coaching and monitoring Team Leads and representatives as well as promoting quality and accountability throughout the team. Provide support in achieving productivity targets and identifying best practices opportunities. Works to improve quality, service, and productivity and successfully instills a culture that embraces change and continuous improvement. Charged with managing an effective organization to realize maximum utilization of employee's talents and capital resources.
The EUSSC Site Director Position at BD includes the following responsibilities:
Manage personnel for the shared service center while improving efficiencies and reducing cost
Monitor service levels and direct real-time forecasting to meet service level requirements
Coordinate with other management team members to ensure a consistent and unified caller experience
Satisfy a variety of stakeholders, and grow the business from within while delivering superlative service
Promotes employee participation in natural work teams, and acts as the Site representative to Senior and functional leadership
Document processes and business systems and compare to benchmarking data and/or best practices in order to identify performance gaps
Drives continuous improvement; Develops new solutions that result in organizational improvements; promotes a work environment that fosters innovation.
Collaborate cross-functionally and coordinate efforts around process improvement.
Analyze business processes and develop (systems-based where possible) solutions that will improve current state.
Works to establish industry-leading service level agreements with customers that provide state of the art service at low cost as compared to benchmark best practices
Develops an engaging environment that helps to develop the best talent for the organization through challenging multi-functional, cross-functional career paths and development practices.
Builds and maintains relationships that motivate and reinforce the performance of others toward goal accomplishments.
Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance
Directs daily operations to meet/exceed business objectives by supporting quality, delivery, and cost reductions.
Develops strategic plans and establishes objectives implementing lean principles
Directs effective decision making regarding resources, hiring, and training based on business plan and forecast.
Participates in development of staff positions and location succession planning
Ensures accurate tracking and management of call center schedule adherence
Liaise with business segments/LOB leaders
Set annual budgets, SLA/DLA/KPI and CI targets
Coordinate with other regional centers for consistency and sharing of best practices
Participate in special projects and other duties as assigned
Bachelor's degree required with emphasis in a Business discipline preferred. Advanced degree preferred.
Minimum 8 - 10 years of progressively responsible international experience including Shared Services/BPO/Consulting organization
8+ years of experience in managing people (direct, dotted) and organizations
Excellent organizational and follow up skills with strong attention to detail
Six Sigma certification and knowledge of Lean principles is a strong plus.
Outstanding customer service skills with understanding of metrics, best practices and industry leading operating strategies and solutions
Ability to utilize metrics to identify opportunities for training and process improvement
Must be fast learner, highly motivated, adaptable, creative, flexible, self-sufficient and able to produce quality results in an evolving, fast paced environment without close supervision.
Demonstrated ability to maintain confidentiality of information.
Excellent communication skills across different levels within the organization and across multiple cultures Geographic Scope:
Required: Ability to work across Europe with ability to speak & write fluent English Relationship Competencies : Business Acumen, Personal Credibility & Integrity, Client Management, Communication & Influence, Change & Innovation, Collaboration and Team work. Leadership Competencies : Team Work, Customer Focus, Managerial Courage, Integrity and Trust, Listening, Negotiating, Managing Vision and Purpose, Portfolio Management, Change Management, Strategic Agility. Must be able to manage partners in accordance with SLAs.
Internal Closing Date : 30th June
Primary Work Location
POL Wroclaw - Legnicka
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.