IMS Operations Leader | Process Excellence & People Growth

Dürr Group; Województwo świętokrzyskie; Hybride; PLN 150 000 - 210 000; Plein temps

Résumé du poste

Dürr Group Poland is seeking an Operations and Performance Manager to lead a team of administrators handling IMS processes within a multinational SSC. You will ensure service delivery against SLAs, KPIs, and quality standards while driving continuous improvement across operations and stakeholder management.

You will mentor staff, oversee onboarding, and align process excellence initiatives with IT automation and system integrations to achieve measurable productivity gains and client satisfaction.

Qualifications

• Bachelor's or master's degree in business administration, Finance, Supply Chain, or related discipline.
• 3+ years of experience in SSC/operations management, preferably in a multinational environment.
• Proven leadership skills with the ability to manage diverse teams across functions.
• Fluency in English and German.
• Proficiency with ERP systems (SAP) and MS Office tools.

Responsabilités

• Lead, manage, and monitor a team of administrators handling IMS processes.
• Ensure timely and accurate service delivery in compliance with SLAs, KPIs, and internal quality standards.
• Allocate workloads, manage resources, and monitor productivity to meet or exceed productivity targets.
• Maintain and improve SOPs for consistency and scalability.
• Analyze operational data, identify variances, and implement corrective actions.
• Prepare and deliver regular reports on volumes, performance, SLA adherence, and quality metrics.
• Coach, mentor, and develop team members through regular feedback and performance reviews.
• Manage team schedules, resolve staffing issues, and support career development.
• Monitor and improve engagement scores; foster a positive, collaborative work culture.
• Oversee onboarding and training programs for new hires.
• Serve as the primary liaison between internal customers, stakeholders, and SSC teams.
• Manage stakeholder expectations, share updates, and resolve issues promptly.
• Build relationships to ensure SSC delivery meets client expectations.
• Take improvement actions on customer satisfaction survey results.
• Identify process gaps and implement optimization initiatives (Lean, Six Sigma, Kaizen).
• Keep process documentation up to date to ensure compliance and minimize knowledge loss.
• Meet internal and external quality standards and support audits with timely documentation.
• Track and analyze performance metrics to provide insights for senior management.
• Support execution of the Global Strategy and lead onboarding projects for new processes or regions.
• Lead organizational change and collaborate with IT on automation and system integrations.

Connaissances

Communication

Analytical thinking

Leadership

Stakeholder management

Detail-oriented

Bilingual English/German

Formation

Bachelor's or Master's in Business / Finance / Supply Chain

Outils

SAP

MS Office

Description du poste

Dürr Group Poland is seeking an Operations and Performance Manager to lead a team of administrators handling IMS processes within a multinational SSC. You will ensure service delivery against SLAs, KPIs, and quality standards while driving continuous improvement across operations and stakeholder management.

You will mentor staff, oversee onboarding, and align process excellence initiatives with IT automation and system integrations to achieve measurable productivity gains and client satisfaction.