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Director - Shared Services Center


Dettagli dell'offerta

location-pin Cracovia, Voivodato della Piccola Polonia, Polonia
location-tag 10420
Pontoon drives the acquisition of permanent talent and manages contingent and project workforce on behalf of an organization. We ensure a superior candidate experience and maximize employer brand. We provide efficiency, flexibility and scalability. We manage and optimize supplier partnerships and leverage the best workforce technologies. We manage risk and give full visibility of an organization’s talent.

Proudly part of The Adecco Group - the world’s leading provider of workforce solutions and a Fortune Global 500 company - the Pontoon team supports clients across the globe in over 100 countries.


The Director - Shared Services Center is responsible to plan and direct operations in the Customer Hub for an assigned geographic scope. Key responsibilities include the definition and implementation of the local delivery model in line with the global delivery strategy. Further, the Director, Head of Operations manages, oversees and optimizes delivery operations and quality through establishment of consistent standards, introduction of performance improvement plans, and the local implementation of global initiatives.


Management of the Customer Hub

* In line with the global Customer Hub strategy, develop local strategy, operational plans, and provide overall leadership for the Customer Hub in the assigned geography
* Oversee and manage day-to-day operations of the assigned Customer Hub, ensuring seamless operations and business continuity in line with defined BCP
* Drive the implementation of strategic initiatives, in close collaboration with global and local teams, providing proactive leadership and guidance
* Closely collaborate with local support functions (IT, Finance, HR, Payroll) to ensure effective discharge of duties as people officer for the respective geographic scope
* Represent the Customer Hub and the Customer Hub organization towards global & local TAG entities, local government and regulatory authorities
* Ensure compliance of operations and procedures with Group and Pontoon policies and local regulatory requirements
* Act as primary interlocutor and representative of the Customer Hub in all matters related to Internal Audit and Enterprise Risk Management (ERM)
* Manage cost and budget for the Customer Hub structure, driving cost savings and ensuring alignment with Pontoon’s overall financial targets and strategy
* Manage direct reports as well as matrixed and/or virtual teams for the Customer Hub in the assigned geography
* Identify needs and support the development of ongoing training for delivery resources, such as New Hire Onboarding, Lunch & Learns, and ongoing skills development

Management of Shared Delivery

* Lead and operationally manage shared delivery teams, driving performance and quality of agreed services to ensure highest standards and satisfaction of both internal and external customers
* Proactively identify and pursue areas of improvement to drive overall performance, capacity optimization, ensure compliance and financial health of the organization
* Implement a consistent Performance Management approach, driving performance in line with set targets, track and monitor progress and results
* Sets daily and weekly performance goals, captures individual and team performance metrics and analyzes performance and data to improve productivity, maximize usage of tools and identify opportunities for training and innovation
* Work closely with the extended organization to drive the adoption of new delivery models promoting shared delivery teams
* Continuously evolve and improve delivery operations to ensure excellence in execution and highest customer satisfaction
* Act as sparring partner and trusted advisor to internal and external customers leveraging shared delivery
* Drive alignment with relevant departments and program teams to ensure seamless delivery to end customers
* Identify and develop an effective team that meets the service delivery requirements

Oversight of Program Operations

* Lead and oversee all operations and colleagues in Customer Hubs in a matrixed setup and in line with RACI defined, exercising a proactive leadership approach
* Manage and coordinate efforts across delivery teams to ensure process management and process improvement programs are developed and established
* Proactively identify and pursue areas of improvement to drive overall performance, capacity optimization, ensure compliance and financial health of the organization
* Ensure the application of best practices, standard operating procedures and global tools within programs
* Identify risks associated with client and/or internal delivery goals and develop strategies to address

Additional responsibilities

* Represent the Customer Hub towards internal and external stakeholders
* Interface strategically with Growth Operations, Business Development and Strategic Account Managers to understand specific needs of clients and client prospects. Implements service delivery solutions that positively impact the delivery to our clients
* Support Business Development activities in close collaboration with Business Development Heads, Solution Design, and VP CX
* Provide guidance to solution design and implementation in planning and implementing delivery center strategies and operations, improving systems and processes and effectively managing the staff
* Work with the IT and Technology team to ensure technology is optimized and effectively utilized by all teams
* Supports development of internal and external roadmaps to build improvement and optimization
* Represent Customer Hubs in global cross-functional initiatives (e.g., HR, Marketing, BI & Analytics, etc.)
* Participate in and drive special projects as assigned


* Bachelor’s degree in related field or equivalent experience.
* Minimum eight years’ experience as a leader in a services delivery function or fulfillment environment.


* Skilled in communicating effectively verbally and in writing
* Ability to establish and maintain effective working relationships
* Excellent leadership and customer service skills required. Demonstrated ability to manage multiple demands while being flexible. Should possess strong initiative, solid judgment, and excellent problem-solving skills
* Project management experience, strategic planning, operations, technology
* Experience leading positive change, comfortable creating new processes and building from best practices
* Demonstrate exceptional project management and presentation skills
* Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook

Cosa significa far parte di Adecco Group.

Da oltre 50 anni promuoviamo l'incontro di migliaia di persone dall'esperienza e dalla cultura diverse con opportunità di lavoro in tutto il mondo. Offriamo soluzioni e servizi di qualità elevata nel settore delle risorse umane, sostenendo il mondo del lavoro per offrire ai nostri clienti un'esperienza su misura e alle persone che lavorano con noi motivazione e orgoglio. Far parte di questo gruppo internazionale significa far parte di una comunità di persone che si spronano a vicenda a dare il meglio di sé. Il tuo lavoro offrirà nuovi stimoli alla vita dei nostri clienti. Farai parte di una rete di persone dedicate e professionali che credono in ciò che fanno.

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