Performance Delivery Manager – Europe - Order to Cash & Markets

ABOUT UNILEVER IN KATOWICE

It is Unilever’s in-house centre of business partnering and operational excellence in the area of finance services, supply chain, customs, procurement, integrated planning and performance delivery. There are 300 people in Katowice Hub.

The modern Katowice Hub office, whose interiors were designed according to the principles of sustainable development, is located in the city centre of Katowice, Poland.
We are working in the hybrid way to use the time spent in the office to influence collaboration and straighten the team spirit, using special designed for this purpose office areas. 

CATEGORY/FUNCTION INTRODUCTION

Post Compass, iOps has further emerged as a key initiative sponsored by Customer Opereations and UniOps together. PPDN (Project & Performance Delivery Network) team plays a critical role in deploying iOps project and also running partner operations driving continuous improvement and transformation. PPDN team focuses on ensuring smooth business operations and also deploying new capabilities in the markets along with product teams.

JOB PURPOSE

The Performance Delivery Manager will be accountable managing e2e iOps services in the given markets, 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 the given markets.

This role is also responsible for the service excellence in the Order to Cash area, partnering 3rd party vendors like Genpact, IBM; 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 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.

WHAT YOU WILL NEED TO SUCCEED

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

Leadership

• You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins.

• You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.

• Critical SOL (Standards of Leadership) Behaviors

  • PERSONAL MASTERY: Sets high standards for themselves. Has emotional intelligence to take feedback, manage mood and motivations, and build empathy for others.

  • PASSION FOR HIGH PERFORMANCE: Generates intensity and focus to motivate people to deliver results at speed. Takes personal responsibility and accountability for execution and results.

  • TALENT CATALYST: Invests in people – coaches individuals and teams to realize their full potential. Creates an inclusive climate, empowering everyone to be at their best.

  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.

  • CONSUMER LOVE: Invests time inside and outside to understand the needs of consumers.

  • BUSINESS ACUMEN: Creates sustainable growth with purpose, engaging different partners across the system for change.

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

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