Role Purpose Statement: The job incumbent ensures the competitiveness of all activities at the Customer Service Center (CSC) and is responsible for planning, steering and coordinating activities, including Procurement/Manufacturing/Logistics/HR/Finance/Quality and customer service activities of the CSC in order to achieve targets and objectives.
MAIN ACCOUNTABILITIES
Business Strategy, Policies and Tools
- Contribute to the definition of the CSC/regional strategy
- Develop and execute the implementation of the CSC strategy
- Ensure compliance with the policies provided by regions and Corporate
- Managing Business
- Ensure the development of an annual business plan and budgeting for the CSC based on the regional specific objectives and strategy in coordination with the relevant interfaces
- Ensure the development and implementation of short- and mid-term planning on products and services in coordination with Sales & Services and other relevant interfaces. Ensure efficient and timely corrective actions in case of significant deviations
- Oversee the CSC''s economic and operating performance. Ensure that the CSC is managed and controlled efficiently in line with the company''s framework and market requirements. Lead the CSC to achieve the budget targets and initiate corrective actions if necessary
- Ensure optimal deployment of human, technical, financial and material resources
- Ensure that the CSC''s work methods are in line with the company standards and customer contracts
- Initiate capital expenditure requests
- Initiate and control continuous optimization of processes
- Ensure the compliance with safety, health, environmental and quality guidelines provided by corporate and local regulations and customer requirements
- Ensure clear communication and close co-operation with all relevant internal and external interfaces
- Where applicable: ensure the procurement/purchase of all materials and services needed at the CSC in line with the company''s standards
Leadership
- Ensure that the area of responsibility is properly organized, staffed and directed
- Guide, motivate and develop the subordinate employees within the Human Resources Policy
- Participates in coaching the expanded Global Performance System (GPS) process, as well as additional career development activities to enhance the effectiveness and potential of the team
- Make the company''s values and management principles live in the department(s)
- Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations
- Participate and support company sponsored initiatives such as Global Quality Standard (GQS), Hazard Analysis and Critical Control Points (HACCP), Lean Manufacturing, Employee Safety
KEY PERFORMANCE INDICATORS (KPI)
- EBITDA
- Quality score (GQS)
- Labor cost
- Food cost
- Frequency and severity of work accidents
- Days on Hand
- Absenteeism rate
- Staff turnover rate
- Receivables
- People Development/Succession Planning
- GPS-System/Performance Management Process
- If applicable: customer satisfaction index
Required Skills
- Bachelor''s degree or equivalent experience required
- At least ten years of relevant management/operations experience required
- Industry experience in manufacturing strongly preferred, Food Manufacturing a plus
- Working knowledge of lean manufacturing
- Excellent communication skills both verbal and written
- Ability to build, develop, and maintain strong cross-functional teams, employee relations and union relations
- Experience in managing multiple departments
- Successful record in stretching to exceed Corporate expectations
- Polished presentation and interpersonal skills
- Good knowledge of Microsoft Office and Windows-based computer applications
Required Experience