Manager, Datascope Customer Support, EMEA

<p><b>Manager, Datascope Customer Support, EMEA</b></p><p></p><p><b>YOU AND YOUR TEAM</b></p><p></p><p>You will be a leader of a Customer Support specialist team, that resolve customers’ DataScope service issues e.g.  content, technology, functionality, and customer workflow. The goal is to define and implement operational management best practices that achieve continuous improvement and development of people and processes. You will also have an additional regional remit on functionally managing the EMEA region (i.e. drive KPI results along with peers, be point of contact for all Important Customers &amp; Stakeholders)</p><p></p><p><b>KEY RESPONSIBILITIES</b></p><ul><li>Leads a Customer Support team who own and resolve customers’ DataScope service issues (mainly Customer Support Specialist)</li><li>Responsible for team performance in delivering customer experience and business performance outcomes </li><li>Mentors peer group (team managers &amp; Regional managers in Asia &amp; AMERs) in the adoption and implementation of operational best practices </li><li>Supports an environment of self-learning and continuous development; coaching and developing the teams’ skills, knowledge, and capabilities </li><li>Ensures important operational processes and procedures are implemented and effective e.g. support best practices, business impact assessment policies </li><li>Leads or facilitates the resolution of complex issues or impactful situations, working in partnership with dependent functions e.g. business critical or important escalations </li><li>Sponsors, identifies initiatives that improve overall service quality e.g.  product, content, service processes </li><li>People leader responsibilities e.g. recruitment, coaching, performance enablement activities, development plans </li></ul><p></p><p><b>LEADERSHIP RESPONSIBILITIES</b></p><ul><li>Accountable for results of team </li><li>Responsible for team objectives, performance reviews, coaching and recruitment </li><li>Co-responsible for wider (Regional) team operating standards, processes and critical procedures </li></ul><p></p><p><b>THE CRITICAL DELIVERABLES</b></p><ul><li>Customer service key outcomes e.g. Case resolution speed, quality and <span>experience  </span></li><li>People development e.g. skills, capability development, stretch initiatives </li><li>Operational rigor e.g. resource planning, business process <span>continuity  </span></li><li>Service model improvement e.g. continuous improvement, business investment opportunities </li></ul><p></p><p><b>THE ROLE HAS AN IMPACT ON:</b></p><ul><li>Resolution of customers’ issues (all DataScope customers/products)</li><li>Skills, competencies and capability development of teams</li><li>Continuous improvement of customers’ service experience</li></ul><p></p><p><b>REQUIREMENTS:</b></p><ul><li>Min. 2 years of experience as a People Leader, with proven record of attracting, developing, and retaining talent</li><li>At least 1 year of experience in Customer Support, gained in the corporate, multinational environment</li><li>Strong stakeholder management skills and experience</li><li>Embraces change, focuses on opportunities for innovation and new ways of working</li><li>Consultative, collaborative, with excellent written and oral communication skills</li><li>Tech-savvy and outcomes-focused; combines business, customer and people-leader requirements in setting goals, developing team members, improving processes</li><li>Excellent network with ability to engage and influence peers, delivery teams and decision-makers</li><li>Ability to identify and sponsor/implement continuous improvement</li><li>Excellent organization skills</li></ul><p></p><p><b>Your package when joining Gdynia Team:</b></p><ul><li><b>Wellbeing</b>: monthly wellness allowance and employee assistance program</li><li><b>Healthcare</b>: private medical care with Medicover, premium package fully covered by employer</li><li><b>Lunch card</b>: meal allowance loaded via personal Lunch Card with a max monthly cap of 450 PLN gross. The Program is operated by Edenred</li><li><b>Future:</b> corporate pension plan supported by Fidelity International with additional 5% of base salary to invest in selected funds</li><li><b>Recognition:</b> promoting appreciation culture through global Reward and Recognition platform</li><li><b>Referral:</b> Bonus between 8,000 to 10,000 PLN for successful recommendation of a new colleague</li><li><b>Development:</b> e-learning platform, a range of workshops and international projects</li><li><b>Onboarding:</b> structured training and buddy support</li><li><b>Information:</b> access to real-time economic data through our flagship products Eikon and Workspace</li><li><b>Diversity:</b> inclusive culture with colleagues from over 40 countries with various age, gender, race and beliefs</li><li><b>Charity:</b> 2 additional days off for voluntary jobs</li><li><b>Office</b>: brand new, outstanding office located in 3T Park, Kazimierza Gorskie