Process Manager

Job description

About us

Ranked as one of the most innovative companies in the world, KONE is a global leader in elevator and escalator business. Every day, millions of people globally are using our elevators and escalators in an increasingly urbanizing environment. We want to offer the best People Flow™ experience to those using our equipment in residential and office buildings, hotels, public transportation sites, hospitals, shopping malls and many special buildings. KONE's Shared Service Centers are an integral part of KONE Finance organization. The units ensure harmonized transaction handling and business process development.

We are looking for

We are looking for a candidatewhose main responsibilities will be as follows:

• Manages, participates and implements HR transitions and process stabilization

• Considers strategic needs and plans accordingly, identifies HR transition opportunities and supports the HR  transition process

• Ensures successful transition by assisting and supporting the HR transition process from KONE Units

• Responsible for implementing KONE processes to ensure SSC is aligned with KONE processes (HR, strategy cascading and KONE WAY)

• Assures quality and risk management activities

• Makes significant contribution to the process improvements and works on constant building of relevant knowledge

• Participates in project work and special tasks

• Actively pursues relationships with clients through verbal and written interactions

• Assures professionals communication with stakeholders /clients, ensure professional service provision and builds- up strong professional network with other locations

• Manages the continuous quality and efficiency of the required service to customers

• Responsible for evaluating, developing and recommending process improvements to increase efficiency and to enhance internal and external customer service and customer satisfaction

• Creates measurements to tracks and reports service performance levels against SLA target and reacts on findings

• Conducts monthly service improvement reviews and takes actions based on findings

• Actively searches from KONE units the guidelines/rules/regulations that shall be followed in SSC

• Participates actively in the applicable process network to share expertise and improve and harmonize KONE Way processes

• Builds and manages an efficient and effective team culture and structure

 

 

Behavioural competences

 

Drive and persistence

Consistently strives to meet goals and objectives. Maintains a positive approach in the face of setbacks and failure. Shows determination and drive to overcome obstacles and problems.

 

Attention to procedures and guidelines                   

Values clearly defined procedures and guidelines in work. Easily adapts to rules and supervision. Works in a well-organized manner. Pays sufficient attention to details. Makes plans in line with established procedures and guidelines.

Customer focus

Is curious about customer’s business and willing to understand their challenges. Take’s customer’s perspective and is prepared to engage to their business. Takes customer complaints seriously and looks for ways to improve customer service. Ensures prompt and efficient service. Thrives to exceed customer’s expectations.

Managing change

Implements and supports change initiatives in the work-place. Clearly explains the reasons for change. Emphasizes the benefits of change to gain support. Addresses criticism and opposition to change initiatives in a constructive way. Monitors the effects of change initiatives and reviews their value.

Quality focus

Sets high quality standards for their personal output. Encourages others to meet high quality standards of work. Checks own output or that of others to ensure quality standards are met. Consistently delivers work of high quality. Maintains a focus on quality even when under pressure.

Winning together

Inspires, energizes and coaches the team and individuals and celebrates success. Empowers and gets the best out of others. Keeps difficulties in perspective and demonstrates an optimistic attitude towards work. Provides prompt feedback. Develops high-performing talent. Promotes diversity as a strategic competitive advantage.

We offer

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Desired profile

Skills, Education and Experience

Professional requirements

· 
Business & technical skills in the applicable areas of process management responsibilities

· 
Min of 3 -5 years of proven experience in BPO environment,  project management and transition process

· 
Significant experience with transitions or special projects

· 
Understanding of SSC environment

· 
Strong people management and leadership skills

· 
Working experience in similar position is an advantage

· 
Willing to travel

 

Entry-level requirements

· 
University degree in business administration or adequate professional experience focusing on Finance/ Accounting

· 
Proficient knowledge of English language

· 
Effective communication skills in Slovak or any other language is an advantage

· 
Efficient use of Microsoft Office package

· 
Excellent coordination, communication and presentation skills

· 
Self-motivated with a “can-do” attitude

· 
Punctual with attention to details

· 
Creative and analytical problem solver

· 
Strong decision making and time management skills

· 
Team player, customer – oriented

· 
Ability to create and maintain strong relationships

· 
Ability to work in a virtual, global & multi-cultural environment and bring results

· 
Open to work in a fast moving/changing environment