Job Context
- The Operations department in Professional is responsible to provide the best possible services against the lowest possible costs – against pre-agreed SLA’s with internal customers, particularly the Sales department. It is key to be (or become) competitive with external suppliers, as it is the ambition of the organization to deliver Operations services against cost leadership. I.e. we need to deliver services at accepted market standards against the lowest possible costs.
- The Operations Manager Professional operationalizes and executes commercial agreements by processing commercial agreements on paper and in the back office systems, managing planning and delivery of the products and/or services, align with stakeholders availability of machines and spare parts to ensure cost efficient fulfilment, managing invoicing, managing complaint handling – and providing effective technical service on customer sites in the field
- The Operation organization needs to collaborate closely with internal stakeholders (Sales, Finance, Supply Chain, Mkg, NL Ops) and have an in-depth understanding of relevant customer needs and expectations.
Your main responsibilities
- Full ownership and accountability for operational performance of the department, i.e. business results, organization, people and budget (OOH costs) with the central guidelines
- Management of direct reports; ensure optimal Human Resource performance within Field Service department. Focus on optimizing employee satisfaction, productivity, knowledge & skills, resource management, absenteeism and training & development.
- Continuously improving cost efficiency and operational objectives.
- Initiation and execution of tactical and strategic initiatives that help improve the quality and daily performance of the field service. Ensure uninterrupted operational results while simultaneously transforming the organization and further professionalizing.
- Ongoing optimization of organization, processes, technology and third party management to establish a continuous improvement drumbeat. It does include the close management and performance tracking of our machine (de-)installation third party.
- Ensure the establishment and roll-out of group-wide standards for organization and processes (especially Operations Excellence)
- Identify opportunities to increase synergies/efficiency with NL Operations team and ensure right implementation - in full collaboration with NL Operations OT.
- As part of Pro Belux Management team, together with your peers, you are contributing in building yearly AOP plans, securing perfect execution of them and play an active leadership role within all BeLux organization.
- You will directly report to the Country Manager BE and indirectly to the Operations Director Pro Benelux