Regional Back Office Team Leader

6 months ago

Shah Alam, Malaysia METTLER TOLEDO Full time

**METTLER TOLEDO POSITION DESCRIPTION**

Position Title: Regional Back-Office (RBO) Team leader

Division: AP-SER, RBO

**Reports to**:_**Head of Department Regional Back Office (RBO)**_

**Key Purpose of the Role**:

- Deliver operation efficiency in Back-office for units to provide value to customer
- Driving Result
- Develop an initiative to improve whole team efficiency from problem or error
- Generate tangible achievements through initiatives, and these achievements must be sustainable
- Results should be effectively communicate with unit key users to maintain RBO reputation highly and should be aligned with team motivation
- Strategic Thinking
- Lead and drive the strategic initiatives which contributes on productivity improvement for AP SAP Unit (eg; automation, harmonization) based on strong knowledge on SAM OM process
- Create and manage an professional monitoring tools and KPIs to measure resource optimization and quality improvement from the initiatives.
- Holistic understanding of relative process areas (eg; sales pipeline, SCM, finance, service back-office) is required to these to SAM OM SAM OM process. Also, manager should monitor this flow consistently and propose improvement initiatives consistently
- Leading Change
- Professional on change management
- understand of change topics (eg; RPA)
- define the gap between AS-IS and TO-BE
- generate each initiatives to fill-out a gaps and drive for transformation
- validate the achievement and detect further improvement
- It is necessary to detect a direction for internal and external work environment from each topics. And always connect it with organizational development topics
- Leading People
- Continuously discovering and providing small but meaningful success experiences for employees to develop their own capabilities
- Encourage, motivate, recognize people to explore challenges and make it success
- When people needs supports, provide a proper coaching and direction. Not only when people knows what a challenges they have and request a actual supports (passive), but also when they even don’t know. This means manager should aware the potential challenges earlier than people, and discuss this with people to prevent it happens, meaning active supports.

**Specific Roles**:

- Accountable to meet Service Level (eg; SLA) and Customer Satisfaction (eg; CS index)
- Monitoring daily performance of executives
- Problem solving to minimize aging transaction and customer dispute
- Proactively interface with unit key users to facilitate transaction processing
- Monitor team performance and its service quality so to deliver proper coaching and training
- Develop initiative aligned with company direction and lead change management of team
- Act as a mentor for senior executive who works in different process area
- Involve RBO leadership faculty to contribute an entire organization development
- Participate in peer coaching with DBS or Unit Key Users to understand each stakeholders

**Key Responsibilities**

**Desired Outcomes**
- Focus on customer
- Meet the internal/external customers requirement
- Improve the efficiencies considering the customer satisfactory
- Pursue efficiency and quality
- Understand the order process
- Deliver the level of service
- Act as team
- Strong team sprit required with team itself, the unit employees and BO Roll-in team

**Key Behavioural Competencies Required**

**Technical Skills, Knowledge and Experience Required**

**Competencies**
- Strong Experience on People Management
- Leading process improvement

**Mandatory**:

- +3 years on people management with sizeable team
- Fluent level of English
- Bachelor degree

**Preferred**:

- People/Project management experience
- 2-3 years SAP order processing experience
- Finance or SCM understanding will be merit

**Key Relationships**:
**Internal Relationships**

**External Relationships**
- AP RBO SVC team
- AP BO Roll-in team
- Key users of sales and back-office from market unit
- Indirect relations with customers by processing the transaction

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Shah Alam: Reliably commute or planning to relocate before starting work (required)

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