UniOps is focused on transforming the way we work to create exceptional experiences across Unilever’s wider ecosystem encompassing markets, customers, employees and Partners. Through leveraging connected technology, third-party Partner skills and expertise and reimagining our processes we will ultimately unlock growth and ensure a superior customer and employee experience.
As the scale and pace of our transformation increases, we are establishing a new team to drive capabilities with our partners and ensure excellence in service delivery to markets.
This is a new and exciting opportunity to play a key role in delivering performance for Customer Operations to European markets & categories. The Performance Delivery Manager role sits within the newly created Performance Delivery Team which will work with our European Markets & Categories and selected Partners (including Genpact, IBM and Capgemini) to deliver value across all customer operations activities from planning through to collection of cash. The- team will focus on ensuring end to end processes, enabled by key technologies and ways of working across this eco-system to deliver value and better business outcomes.
Main purpose of job:
The Performance Delivery Manager will be accountable for the service excellence, ensuring the future operational capabilities and capacity with the Partners are created and successfully governed across the entirety of the end to end customer operations processes.
Key responsibilities include:
Assuring excellence in Service Delivery to the countries & categories from the 3rd party partner, through processes aligned to Unilever way of working
Establish and drive KPIs and SLA measures that are fully representative of the operations and UEBV & MCO’s perception of the services
Supporting in-market teams on managing and escalating disputes, performance issues and customer related claims (internal and external)
Driving performance improvement and step-change transformation with the Partner network, through analytics and automations
Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the UL and Partner.
As transformation programmes are delivered for and by markets, drive risk management of new processes being outsourced; put in place mitigation plans and controls to ensure vertical ramp-up.
Develop robust and effective BCP.
Develop a high performing extended team who have a deep understanding of the processes and a high level of business intimacy with the market they support – this covers both direct reports and those in the 3rd party partners as part of his/her extended team.
Experience and qualifications required:
Business acumen and customer centric mindset
E2E function agnostic integrator (non-silo mentality)
Demonstrable Agile mindset and capabilities
Ability to drive change
Holding people accountable (peers, leaders and external stakeholders) and strong personal accountability for delivery
Team leadership experience
Ability to work effectively in both independent and diverse multi-task team environments
Experienced in leading/working with virtual teams and driving performance across a diverse mixture of cultures.
Strong English language skills written and spoken
Strong programme / project management experience – experience in transition of processes
Understanding and excellent application of Analytical tools. Microsoft Excel & PowerPoint capability would be highly desirable
Demonstrable capabilities in creating and managing strong senior relationships, including excellent presentation, influencing and communication skills
The role will interface with the following key stakeholders amongst others:
Performance Delivery Director
Market Customer Operations teams
Our 3rd Party Partners Operational and Executive leadership
Procurement, HR and Finance Business (as applicable)
Local and Global Performance Delivery & UniOps Teams
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
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