What will you do?

Purpose

Head of Department takes care of and acts as a main point of contact for highly complex day to day business steering of resources that coordinate services for international customers. Head of Department leads and coordinates direct reports. The leader is responsible for fulfilling corporate goals for strategy, productivity, quality and financial efficiency in respective areas.

Head of Department focuses on accomplishment of assigned team objectives by effective resource management, planning and evaluating activities in the assigned area of operational responsibility.

Key accountabilities

• Acts according to valid legislation and Slovak Labor code.
• Processes and service delivery
• Maintains relationships with counterparts and other stakeholders by effective communication.
• Operationally manages critical situations and solves common escalations to provide seamless operation and effective service to clients.
• Collects and provides feedback on contract terms and conditions compliance.
• Steers contract negotiations, new customer onboarding, process documentations, customer visits in respective area.
• Requests and monitors purchase order entry and ensures all PO to be available before start of business.
• Actively searches new business opportunities in DTAG in order to bring additional savings to mother company and utilize exsisting resources.
• e.g. certifications, customers, projects, other skills.

Qualifications

Quality assurance

• Delivers services/solutions to clients in agreed quality and quantity structure according to agreed contracts (OLA, SLA,...) and KPI’s.
• Continuously improves processes and products/services in assigned area, plans improvements and implements improvement programs.
• Coordinates and controls operations, processes, take-over and delivery of services according to standard / processes.
• Coordinates and controls activities within assigned unit to deliver Quality KPI’s and relevant customer satisfaction expectations.
• Participates in on-call shifts in the “manager on duty” role.

Budgets and finances

• Plans, adjusts and controls financial and other business plans to be able to effectively manage business of assigned org.unit.
• Controls finance and efficiency management initiatives and financial results across the assigned organizational units and sub-units.
• Controls cost planning, budgeting and budget management in line with global unit and local company financial targets.

People

• Motivates and develops people in own team to be able to deliver better quality and maintain satisfaction of employees.
• Is responsible that all people-related regulatory topics (labour code, internal rules & guidelines) are met.
• Actively steers capacity of team resources and quality of employee performance results in coherence with customer contracts.
• Coordinates a complex team of process managers steering operational excellence services

Education

• Master

Experience

• Leading teams – 4

Required competencies

Manage yourself

Value orientation and sense of responsibility:

• Acts according to the guiding principles and corporate policies (Code of conduct, Employee handbook etc.) and identifies with corporate as a brand (demonstrate positive attitude inside and outside the company).
• Walks the talks and takes responsibility for his/her own actions.
• Treats colleagues and customers in the same service-oriented way.
• Acts as a role model according to the company values.
• Encourages and supports value oriented company culture.

Communication & intercultural skills:

• Communicates appropriately to target group and situation in a solution oriented way.
• Ensures clear understanding and prevents misunderstandings.
• Deals with people in the intercultural context respectfully and negotiates in a fair manner and achieves sustainable results.
• Acts as a role model of effective and respectful communication.
• Is transferring this way of communication to subordinates.
• Communicates effectively complex business matters towards international level/ counterparts and companymanagement.

Drive change:

• Is open to change within his/ her area of responsibility and engages others.
• Supports innovative approach or way of doing things & considers different views on an issue.
• Acts as a role model where change is concerned.
• Initiates and drives change to support innovations.

Manage people

Leadership/strategic thinking:

• Acts as role model and motivates others to contribute overall strategy.
• Delegates tasks in order to reach effective team work and reach the goals.
• Inspires, coaches and empowers people.
• Finds the balance between business needs and employee needs.
• Provides people with the information in time in order to ensure right decision making.
• Regularly gives constructive feedback.
• Involves team into decision making in order to build loyal team which is able to deal with difficult challenges.
• Uses appropriate tactical approach considering big picture.
• Inspires and motivates others to act in line with DTAG strategy.

Staffing and development:

• Takes responsibility for internal and external recruitment by developing and maintaining partnerships with others inside and outside the organization.
• Takes responsibility for team development, defines and helps to reach individual development plans.
• Ensures, that the business is correctly staffed by the right number of people with the skills relevant to the business needs.
• Move people to right places within the company.
• Uses coaching techniques to develop people.
• Considering changing business predicts future development needs for his/ her area of responsibility.

Drive results

Performance and result orientation:

• Recognizes and evaluates expected performance.
• Leads others to take ownership for work responsibilities, results and decisions.
• Actively works with team to improve effectivity and performance.
• Delivers results in time and with required quality.
• Prioritizes effectively in daily operation and acts accordingly.
• Takes responsibility for own decisions.
• Supports others/team to achieve defined results.
• Leads others to reach the results in accordance to strategy.
• Effectively works with the resources to reach best results.

Financial planning:

• Has the knowledge & understanding of the budget process.
• Effectively manages all cost elements.
• Able to discuss costing & financial planning with counterparts and internal teams.
• Has understanding of contracts and contract change process (Framework agreement, Delivery Agreement, SLA, OLA, etc.) and organizes business accordingly.
• Is in control of forecasting & budgeting within his/ her area of responsibility & reflects future challenges & opportunities in financial planning.

Service responsibility & Technical expertise:

• Understands the portfolio and processes, how it maps to the business and applies accordingly.
• Has end to end ownership for the service and delivers required quality in order to meet SLA.
• Demonstrates in-depth technical & operational knowledge to support timely resolution of a problem.
• Demonstrates end to end ownership for the service and actively steers delivery of service elements.
• Ensures understanding of service chain and cooperation across the organization.

Build relationships

Customer orientation:

• Thinks & acts in a customer-oriented manner.
• Creates customer oriented culture within his/her organization.
• Builds trust & reputation for exceptional customer service by delivering as promised.
• Looks for ways of further development of existing relationships with customers.
• Shares his/her experience with other departments and units to improve delivered services.
• His/her aim is to develop relations with customers and overachieve customer’s expectation.
• Leads others in order to develop long term customer relationships.

Stakeholders management:

• Identifies stakeholders & roles they play.
• Understands needs of the stakeholders and delivers according to expectations.
• Actively steers and develops stakeholders' relationships.

Business development & growth:

• Understands business needs and identifies possible opportunities.
• Works within their team in order to drive business growth.
• Understands how changes can impact opportunities & utilises these when working with the client.
• Thinks and acts as an ambassador of company portfolio to support business development on company level.

Possible specialisation (optional for recruitment reasons)

• International experience
• Automation & digitalisation (FEA, RPA)

Additional Information

Benefits

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to Benefits

Additional information

• Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.

You will succeed if you:

Why should you choose us?

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development *
• Benefits with focus on health and sport *
• Benefits with focus on family and work - life balance
• Other benefits *

For more information about our benefits click to Benefits

Benefits with * are applicable also to part-time positions.
This information may be subject to changes and other internal rules.

Wage (gross)

2 300 EUR/monthFinal salary is negotiable. We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 2 300 € /brutto.

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