Performance Delivery Manager – Europe - Planning

at  Unilever Singapore

EXPERIENCES & QUALIFICATIONS

• Graduate/ Post Graduate
• Experience in Supply Chain/Business Operations is required (preferably O2C)
• Strong programme / project management experience

SKILLS

• Team leadership
• Business acumen and customer centric mindset
• Demonstrable Agile mindset and capabilities
• Ability to drive change
• Experience in leading virtual teams
• Driving performance across diverse cultures.
• Strong English language skills written and spoken

JOB PURPOSE

The Performance Delivery Manager will be accountable for managing e2e iOps services in for planning vertical, coordinating the scope between L1 and L2 both, managing transitions as well as transformation journey. During the project stage, this role will be the bridge between L1-L2-Product-Tech teams. During BAU phase, this role will ensure smooth e2e operations for plan pillar.
This role is also responsible for the service excellence in the Planning pillar, partnering 3rd party vendors like Genpact, CG; 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.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Assuring excellence in Service Delivery to the countries from the 3rd party partner, through processes aligned to iOps way of working
• Establish and drive KPIs and SLA measures that are fully representative of the operations
• Supporting in-market & central 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 EU iOps and Partner.
• 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 markets they support – this covers both direct reports and those in the 3rd party partners as part of his/her extended team.