Operational Excellence Manager

5 days ago


Copenhagen, Copenhagen, Denmark NTT DATA Business Solutions Full time

About the Role:

We are seeking a highly skilled Operational Excellence Manager to oversee the day-to-day management and operational efficiency of care4HR within the Nordic region. As a key member of our team, you will play a crucial role in ensuring smooth operations, managing resources, and supporting continuous improvement initiatives.

As an Operational Excellence Manager for care4HR, you will work closely with the Nordic HXM management team to deliver value-adding solutions to our existing clients and drive projects in our global organization. Your key responsibilities will include:

  1. Day-to-Day Operations Management: Oversee care4HR's daily operations, including resource allocation and coordination.
  2. Content & Process Management: Maintain and update the internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information.
  3. Compliance & Documentation: Ensure compliance, routines, and documentation for managing consultants' access to client instances.
  4. Graduate (Dispatcher) Coordination: Onboard, educate, and follow up with dispatchers (graduates) to manage ticket coordination seamlessly.
  5. SLA Monitoring & Reporting: Establish SLA monitoring routines and clear reporting structures for consultant and customer follow-ups.
  6. Consultant Workload Optimization: Track consultant workloads, ensure fair ticket distribution, and adjust resource allocations as needed.
  7. Client Setups & Quality Assurance: Coordinate practicalities related to ISP (ticketing tool), set up new clients, and perform quality assurance on ticket content.
  8. Knowledge Transition: Implement procedures for smooth transitions when onboarding new clients to care4HR.
  9. Service Management: Act as the primary Service Manager for selected customers and as an escalation point for operations-related items for other Service Managers.


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