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French Customer Service/Operations Manager - Ireland  

Lilly (company)

Posted on : 12 August 2017

Project Description

French Customer Service/Operations Manager
Little Island, Cork
The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared services such as Order to Cash, Purchase to Pay, and General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions, Customer Meeting Services, Global HR Data Management and Medical Information. The current headcount is circa 400 multi-lingual employees and the culture is vibrant and diverse. The GBS was awarded CIMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement.

The GBS Lilly Management Team is currently looking for a people-oriented, customer centric and forward-thinking French Customer Service /Operations Manager, to join its growing team in Cork. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team. The French Customer Service /Operations Manager, will work cross-functionally and have regular interaction with key business partners.

Lilly enjoys a strong reputation for quality and focus on employee development. We make it our mission to attract the best and we always look at alternative ways to provide opportunities for our people to excel, grow and build a great career “
attract and develop talent, build future leaders at all levels, and improve diversity and inclusion across our company”. Other than working with a great team, we also offer a very competitive benefits package, we provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.

Key Responsibilities

  • Responsible for leading operations with a team of 10-15 employees
  • Actively connect with your people and drive engagement by holding regular 1-1’s and team meetings.
  • Coaching and developing a team to its fullest potential to contribute to overall GBS performance
  • Develop top talent by participating in regular succession planning and having robust performance conversations.
  • Recognise and reward excellent performance within the team.

Create, Promote and Maintain Operational Excellence
  • Work as part of the GBS management team to make the GBS a great place to work for all employees.
  • Work in partnership with various cross-functional stakeholders to maintain efficient and compliant processes.
  • Ensure the culture of compliance is reinforced continuously within the team.
  • Actively develop and maintain trusted relationships internally & externally with all business partners, while providing thoughtful and candid insights into key business matters.
  • Leads where possible continuous improvement initiatives including standardization and/or re-engineering of processes and controls.
  • Continuously look for ways to improve our service level for our customers /stakeholders
  • At all times provide input and recommendations into current process and ways in which it can be improved in terms of efficiency and effectiveness.
  • Ensure best practices are in place to achieve highest standards within daily operations.
  • Drive cross-functional projects where opportunity arises.
  • Demonstrate excellent project management abilities and strong understanding of systems.
  • Support organizational changes.
  • Analyse and translate data into key strategic inputs and insights to drive decision making.
  • Proven ability to work on high level value-add ad hoc projects while continuing to achieve routine goals
Knowledge and Experience:
  • Bachelor’s degree in business.
  • MBA qualification is desirable.
  • Fluent French
  • Strong People Management & Leadership Skills
  • Self-motivated professional with excellent customer service and strong working/team building relationship skills
  • Proven interpersonal and communication skills to interact with all levels of an organization
  • Demonstrates good judgment and is solution orientated
  • Ability to work independently and within a team environment
  • Strong organizational and multitasking capabilities
  • Attentive to details to ensure compliance and accurate reporting.
  • Clear and concise written skills.
  • Experience of working to tight deadlines and analysing multiple entities.
  • Flexibility in adapting to a non-routine and fast paced environment.
  • Systems experience especially Salesforce, I3 or SAP is a plus