Service Operations Coordinator
Immedis, Bulgaria
Job Description
Immedis is a purpose-built, global payroll platform that supports the complete end-to-end payroll cycle and provides advanced reporting and real-time data analytics - addressing its client's global payroll needs in 150 countries worldwide.
Immedis is part of CluneTech, a suite of companies providing cutting-edge solutions that simplify global business. We have been recognised as a Great Place to Work for 7 consecutive years, a Best Workplace for Women for the past 3 years and most recently, we were delighted to be recognised as a Best Workplace in Tech for the accreditation first year.
Our global footprint encompasses 35 offices worldwide and we do business across 100 countries daily. In Bulgaria alone, we have 950 + employees across our offices in Varna, Veliko Tarnovo and Shumen and we’re continuing to grow!
We’re looking for a skilled?Service Operations Coordinator?to work with our Global and Inhouse Service Management team. In the Global Support Services Team, you will demonstrate your experience and industry best practices to help build and embed effective, scalable processes. It's a high-contributing role, with a focus on people as well as performance management and continuous process improvement.
The Service Operations Coordinator role is about developing the foundation for our operations team and continuing to innovate on ways to scale it quickly and effortlessly. We want you to focus particularly on internal efficiency and right first time, while also building on customer satisfaction. Supported by our Product and Transformation teams, embedding new ways of working through future automation and process compliance will also be a focus.
WHAT YOU'LL BE DOING
Process Management: Breaking down complex business issues using metrics and analysis. Clearly defining the issues and projects the team should prioritize, and setting a timeline to reach goals quickly.
Operational Excellence:?Owning business metrics. Improving people's performance, including error rate and quality of decisions. Forecasting and identifying potential service challenges and providing a clear workforce plan to service process requirements.
People Management: You will develop people, guide them and work with them to unlock their full potential. You will also lead by example, resolving the toughest of issues from customers and partners and ensuring that your team consistently delivers at a high level
Stakeholder Management: Our business supports a global customer base, located across the world - so you will interact and collaborate with teams from different regions and cities across the globe, with the overall aim of constantly improving the level of service provided to our customers. This might include but is not limited to exceeding on agreed service levels, suggesting improvements to support logic, or crafting structures to best run our support operations. You also would need to have the ability to build lasting relationships with our vendor partners who provide an integral part of our service for customers.
Change Management:?propose, develop and implement systems, programs and processes that strengthen the foundation of process excellence to our customers.
Requirements
WHAT YOU'LL NEED
- Minimum 5+ years of experience with operations at scale and delivering on defined metrics.
- You are a great communicator:?you will have to inspire, motivate and lead customer service teams.
- Cool and calm under pressure.?You have superior organizational skills, integrity, and great follow-through on tasks.
- You are a problem solver! Demonstrated record of executing projects that measurably improved customer and internal operator experiences. A strong track record of achievements
- You are goal oriented:?you plan and design the resources and tasks necessary to ensure the Service is contracted within the parameters of the profitability.
- You are passionate about service excellence:?You are logical, analytical and have experience resolving team productivity or quality issues in efficient ways.
Benefits
Why work with us?
At Immedis, We are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.
Recognised as both a Great Place to Work and Deloitte's Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes:
- Flexible Working Policy with a combination of remote and office working
- Multisport Cards
- 22 An