Head of Service delivery

1 tydzień temu

Kraków, Polska Capita Pełny etat

Description

: Drive on-time, accurate and quality service delivery within agreed upon SLA frameworks; Establish and review Key Performance Indicators and ensure that these are aligned with Service Level Agreements; Manage budgets for all assigned processes; Own operational adherence to internal procedures and controls, and compliance with internal and external regulatory standards; Provide strategic operations planning and implementation inputs for corporate business plans; Develop & monitor key indicators that will help track and control process capabilities and ensure productivity enhancement; Develop tools & techniques to mitigate cost of bad quality; Recruit the appropriate resource base to deliver client processes within agreed SLAs; Build and optimize capacity models to handle peak volumes in a multi-site / shift scenario with a view to balance service and costs; Manage escalated service and contractual issues; Lead, implement and deliver process improvement projects; Liaise with the R&C/BC team for disaster recovery and business continuity planning; Establish a culture of continuous improvement and encourage the identification, evaluation and implementation of improvement opportunities; Co-ordinate with the Capita senior management team to support new bids;

Work closely with Capita Onshore team & the transition team to achieve seamless migration of the

Location:

Krakow

,

Poland

Time Type:

Full time

Contract Type:

Fixed Term (Fixed Term)

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