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GBS Operations Manager - EMEA

Apply now Job no: 507844
Work type: Full time
Location: Spain
Categories: Management, Information Technology
Office Location: Barcelona

Job Description







Job Title

Regional GBS Operations Manager

Job Family

IT Services

Reports to


Direct Reports

IT Service Teams leads


1.1     Job Purpose

TMF has launched a product in 2017 that is an important part of the wider HR and Payroll strategy. It is critical to the overall TMF Group strategy, and is one of the fundamental building blocks of the HRP portfolio. This product has enabled us to win some significant global and local client entities. We wish to redesign the way that we operate this product, so that it provides the best experience possible for our clients.

To do this we have a taskforce with the aim of driving enhancements and developing a global, multi-disciplined, adaptable and dedicated team who are focused on delivering a great service to our colleagues in regions, and through them to our external clients.

Regional GBS Operations Manager will need to develop an in-depth knowledge of the product and learn the existing and changing processes across the HRP Service Line. We are looking for an experienced candidate who manages the operational support function in a specific geographic area by providing guidance on matters of compliance, service, and quality. Conducts routine and preventative quality assurance processes to monitor customer satisfaction and revenue results by implementing and supporting the product on a timely manner. He/she would be responsible for product implementation plan and also responsible for maintenance once the client is live. Provides operational support, client-facing if necessary, and allocates resources accordingly by getting the priorities right. He/she will investigate any problems or mitigate risks incurred in the day to day operations and again allocates resources accordingly in order to resolve them. Regional GBS Operations Manager will enhance both employee’s and clients’ skills, performance, productivity and quality of work. He/she will always have to analyze and recalibrate how to best support with our people, processes and technology investments an ever-evolving product..

1.2     Key Accountabilities

      • He/she will be on the very front line of getting the product to the client as fast as possible.
      • Identify customer needs in the region and communicate within GBS HD team
      • Maintain a keen understanding of re-occurring issues and create further developments to GBS Support and implement best practices
      • Resolve issues/risks on a timely fashion in the designated regions
      • Responsible for escalating issues/risks through the agreed regional channels
      • Will be the POC for any regional escalations to the GBS HD
      • While resolving any specific problems, tailor the processes as necessary, always working in sync with his/her regional counterparts to keep all regions aligned.
      • Provide technical support on the product within his/her respective geography
      • Respond to any complaint closures to customer satisfaction, acting as an interface in btw customer/office and GBS Support, with the right resource allocation and comms.
      • Provide technical advices and solution on the quality issues of the product working with the applications team
      • Conduct customer calls with client relationship manager and/or sales people to provide technical support
      • Maintain up-to-date knowledge of Application itself and New releases.
      • Entry point to the escalation process – Region Specific.
      • Responsible for ascertaining the business impact of the case escalation request, based on the information you provide.
      • Responsible to lead Major Incident or any catastrophic events.
      • Should be available to lead escalations or issues at any given time.
      • If sustained management involvement is needed, need to align with internal stakeholder like GTT|SDC|GBS| Service Delivery Team Etc.
      • Focuses on customer satisfaction.

1.3        Critical competencies for success

      • More than 10 years of real service experience on different projects
      • Ability to talk to different audiences (from the high-level discussion with the top management to very in-deep discussion with support)
      • Typically reports to senior management.
      • Typically manages through subordinate managers and professionals in larger groups of moderate complexity.
      • Provides input to strategic decisions that affect the functional area of responsibility.
      • Capable of resolving escalated issues arising from operations and requiring coordination with other departments. Typically requires 3+ years of managerial experience.
      • Presentation skills
      • Process documentation and workflow diagrams
      • Understanding the Product behind the service
      • Customer vision (which are your customers, what reasons have they had when choosing your product, which are the competition’s customer, which is there profile, etc)
      • Enthusiasm and a positive, can-do attitude
      • Analytical thinking, logical thinking
      • This person had experience on a true transformation project and a variety of improvement projects that were successful.

1.4     Knowledge & Typical Experience

      • Proven work experience as an Operational manager
      • Track record in designing and executing successful training programs
      • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
      • Excellent communication and leadership skills
      • Ability to plan, multi-task and manage time effectively
      • Strong writing and record keeping ability for reports
      • Good computer and database skills
      • BA, BSc degree
      • Good negotiation skills and conflict handling skills.
      • Demonstrates and requires integrity and “fair play” in every aspect of the job.
      • Builds and develops co-operative and mutually beneficial internal relationships across level, geography and business line for the benefit of the global business.
      • Works with others to be an effective team member
      • Good communication skills, orally and written
      • Documentation produced is of good quality clear and concise.
      • Effective problem solving.
      • Self & Team member motivation.
      • Analysis of & organizational decision making
      • Interpersonal communication, sensitivity & empathy
      • Leadership Qualities
      • HR & Payroll knowledge is an advantage
      • Fluent English and Spanish (verbal and writing); other languages are a plus: Italian / French/ Russian / Mandarin.

Advertised: Romance Standard Time
Applications close: Romance Daylight Time

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