Business Unit Global Leader

Global

 

The Business Unit Global(BU) Leader is part of project’s leadership team in Tek Experts, reporting to Client Director. The BU global leader oversees and monitors the BU products team’s performance and data on a global basis. You are responsible for developing teams of experts, monitoring the overall performance and targets achievement of the teams under your division.

The BU Global Leader performs a wide range of duties including some or all of the following responsibilities.

Duties and responsibilities

  • Planning by prioritizing customer, employee, and organizational requirements
  • Onboarding a team of professional and developing the BU knowledge in Tek Experts
  • When needed, serve as part of the escalation path for operational issues
  • Maintain continuous lines of communication, keeping the Client Director and COO informed of all critical issues
  • Responsible for a wider perspective of metrics achievement
  • Manage section and delivery managers locally
  • Running, analyzing reports and based on those, creating action items to improve the operation and ensure metrics achievement
  • Provide all kind of reports to Client Director and/or COO on a daily, weekly or monthly basis when needed
  • Managing headcount numbers and work with Client Director to update the quotas/targets
  • Communication:
    • Keep open communication with the customer and internal managers/ leaders
    • Open communication with the delivery team – on-site and globally to review team’s status, metrics, possible issues/needs and proceed with actions. Also to keep the managers updated on latest news, action plans, etc
    • Concurrent meetings with Customer’s Managers, if needed
  • Ensure that the Global Support Team meet KIP’s and stand in SLA at each point of time
  • Attend regular operational and business review meetings
  • Participate in reviewing processes and workflow to diagnose areas for improvement
  • Creates, implements and maintains business processes
  • Proactively proposes improvement plans where gaps are noticed
  • Performance management and people development

Skills and competencies

  • Proven experience managing a support team of at least 500 global team members
  • Background experience with HPE BU products or equivalent is an advantage
  • Strong leadership and management skills
  • Strong English communication skills
  • Ability to handle and control difficult situations with upset customers
  • Excellent soft skills
  • Strong critical thinking and decision-making skills
  • Strong influencing and negotiation skills
  • Confident and professional manner
  • Reliability
  • Strong organizational, planning and presentational skills
  • Ability to work under pressure in a highly targeted environment
  • Committed to self-development and the development of others

 Education and experience

  • Experience managing people
  • Administrative knowledge/experience
  • Experience on main processes if possible
  • Customer service experience
  • Training in conflict management and resolution
  • Analytical and trend analysis

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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