OTC Team Leader: End-to-End Process & Improvement

Heineken; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

HEINEKEN Kraków is seeking a Business Leader to drive end-to-end OTC process delivery and lead a high-performing team. You will communicate strategy, align team goals with Kraków priorities, and ensure service objectives meet quality standards.

You will own SLA/KPI reporting, develop process documentation, coach staff, and drive continuous improvements while managing costs and resources in a hybrid work setting.

Qualifications

• 1-3 years of leadership experience and 4 years of operational process experience.
• Bachelors or Master’s degree in Finance or Accounting.
• Engagement and drive for results.

Responsibilities

• Communicating company strategy to the team and individuals.
• Setting team strategy aligned with Kraków priorities and process delivery.
• Delivering process objectives with quality and service standards.
• Owning end-to-end process and service delivery, including GBO components.
• Resolving operational issues and driving preventive actions.
• Preparing and analyzing SLA/KPI reports with root-cause analysis.
• Maintaining up-to-date process documentation.
• Participating in operational meetings to discuss performance and collaboration.
• Planning resources, recruiting, and onboarding new colleagues.
• Setting SMART objectives and fostering collaboration across OpCo and GBO.
• Managing costs (OT, travel, rewards, holidays) and proposing efficiency changes.
• Providing coaching and mentoring to team members.

Skills

Team leadership

Process improvement

Operational delivery

SLA/KPI reporting

Coaching & mentoring

Budgeting & cost management

Resource planning

Change management

Education

Bachelor's or Master's in Finance or Accounting

Job description

HEINEKEN Kraków is seeking a Business Leader to drive end-to-end OTC process delivery and lead a high-performing team. You will communicate strategy, align team goals with Kraków priorities, and ensure service objectives meet quality standards.

You will own SLA/KPI reporting, develop process documentation, coach staff, and drive continuous improvements while managing costs and resources in a hybrid work setting.