Position overview / Objective of the position:

The Stream Lead is responsible for the smooth and accurate service delivery and manages operations for NI MOD and Purchase Backen Operations in the respective function / process to ensure cost-efficient operational target realization.

Role targets are measured according to agreed SLA levels, productivity and budget. Additional targets are related to talent development, support of continuous improvement programs and co-worker satisfaction.

Role Responsibility:

Delivery
Responsible for the day to day operational delivery of a specific process.
Manage their Service Team Leads and service operations resources and prioritize activities as required.
Engage with senior stakeholders both internally (e.g. other BSC Stream Leads) and externally (e.g. Company Head Office Functional responsible, service receiver, Company HQ BSC Center          of Excellence - CoE).
Ensure that processes are executed in line with process design and standards.
Responsible for service performance to ensure operational control and service delivery according to agreed quality and time.
Provide input to service management reporting, governance forums and other stakeholder management activities, leveraging KPI measures for own operational needs, improvements and issue resolution.
Accountable for the resolution of service incidents, failures, and ongoing performance issues.

People/Team Leadership
Manage a large service operations team of people, incl. recruit, train, develop and coach team and assist them with complex activities as needed.
Set process-based objectives and targets for individuals.
Perform performance reviews and evaluations and agree annual reward (e.g. for innovations).
Maintain frequent interaction with service receiver to gather, analyse internal requirements and identify opportunities to expand process scope or improve process effectiveness.

Continuous Improvement and Transformation
Responsible for service / process area innovation, automation and continuous improvement  identification and implementation, aligning regularly with Company HQ BSC CoE, stream leads and   Company HQ / Country HQ functional responsible, and technology / requirements alignment with Company HQ IT / Company Business Process Manager.
Initiate ideas and drive structured innovation within the service stream.
Work closely with the Team Leads and the delivery teams to review service issues, understand root causes and identify resolution and mitigation activities. Working with representatives across the process team to provide an impartial view and ensure a constructive balance between implementing best practice and process practicalities / exceptions.
Prioritize process improvements and define a roadmap and plan with agreed outputs
Communicate roadmaps and work with Team Leads to plan and implement initiatives.
Manage continuous improvement training/schedule and embed innovation in delivery teams and ways of working.
Keep communication and alignment with Company HQ BSC CoE