8 days old

Manager, CX EMEAR Staffing Operations

Cisco Systems Inc.
Poland, NY 14747
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Global Staffing team charter is to provide optimal staffing solutions for Professional Services projects to ensure on-time quality customer delivery while driving CX objectives.

The Regional Manager is critical within the Global Staffing Team ensuring the timely delivery of staffing requests aligned to SLAs and workforce staffing management policy and process guidelines for the region.

As an operational leader - delivery is the primary focus. You promote the operational rigor within your team and your regional stakeholders, and able to communicate how your region is performing, what daily challenges are being experienced and use data and metrics to support budgetary and headcount cycles.

You will be a people manager for the Staffing Managers within the team as well as being directory hiring manager for contingent worker resources.

As a transformational leader you will get ingrained in CX business and develop and execute on the strategies to enable the CX Regional delivery achieving the business outcomes driving low-cost centers adoption, cross-theater resource sharing, supply data accuracy.

You will achieve this by combination of actionable insights derived from the delivery data, adjustments to people/process/systems and strong cross-functional partnerships

Regional Managers are instrumental to the creation, delivery and promotion of the Global Staffing Team as a Centre of Excellence; focusing on Metrics, Process Compliance and Business Transformation. Working with the team to ensure a consistent global brand and approach for both staff and stakeholders.

You will bring your experience of regional delivery and your desire to succeed within CX GBO to embody your region as Best in Class.

Who Youll Work With

As a direct report of the Global Staffing Team Manager you will work closely with him/her to provide regional insights including operational updates as well as discussing strategic direction. Regional Managers are required to regularly collaborate as a group to provide a strong operational voice to management for global/regional requirements providing a united consistent front to the regional teams. You will partner with Workforce Leads, regional business leaders, resource managers to collaborate cross-functionally driving delivery, best practice, customer satisfaction, compliancy, metrics, staffing visibility and driving change.

Who You Are

You are hardworking, dedicated and driven. You have experience leading a team, obtaining the best from them and sharing their successes with peers, stakeholders and management. As a believer in the value of globally consistent processes, with room for localization ensuring your team understands and adheres to the same.

You are adaptable and challenged by the fast-paced environment. You are focused on value and actively driving the outcomes in whatever you do. You are agile, positive and seen as a role model. As a trusted advisor to the business, balancing their needs whilst delivering to CX Workforce Governance and Policy.

Whilst a fierce advocate and SME for your region you are a true Cisco global worker; passionate about the strength and benefits resulting from global collaboration.

Key Responsibilities

  • Accountable for regions global staffing activities for the Business
  • Ensure the adherence of governance, policy and process within the Region, through individual, Process, tool reviews
  • Provide regular regional reports on metrics, SLAs as defined by Global Staffing Team Manager
  • Provide support to staffers for staffing escalations
  • Deliver quarterly business reviews and read outs in support of the Region
  • Identify and drive actions within the region to achieve regional business objectives.
  • Collaborate closely with other Regional managers to identify and implement staffing best practices as well as resource management tool requirements and change management opportunities,
  • Obtain and share successes and case studies from the region for Community, Newsletter and partner updates
  • Co-ordinate and deliver new hire inductions/training
  • Co-ordinate process and training documentation updates, revision schedule
  • People management for regions direct Cisco employees (blue badged resources, Global Staffers). Weekly 1:1s, Team Space, Development plans, Focal and bonus planning
  • Work with vendors, as hiring manager, for red badge resources. Working in compliance with vendor strategy, governance and direction. Tracking vendor resources in line with budget and tenure guidelines
  • Work with Regional Leads and the Global Staffing Team Manager to incorporate Workforce Strategy into operational delivery processes for the compliance of the business
  • Establish working ties with Workforce Leads for close regional collaboration
  • Establish strong relationships with cross-functional teams including regional business leads, operations, finance, GPS to continuously develop and improve workforce staffing
  • Regularly collaborate with Regional Managers: best practices, challenges, develop proactive support, process and tooling improvements, global staffing team community page edits
  • Provide data driven updates and recommendations to Global Staffing Team Manager for headcount and conversion requirements, budget summaries

Experience

  • Experience leading delivery teams in a high-performance environment
  • Experience working cross functionally and cross regionally
  • Strong leadership skills and ability to lead teams to deliver successful results
  • Excellent written and verbal communication with strong presentation skills
  • Strong problem solving and analytical skills
  • Experience working with data sets to provide reporting and analysis
  • Strong process development and implementation experience
  • At least 3 years experience in a large multinational company

Nice to have

  • Experience as a Cisco People Manager
  • Experience as a Cisco red badge Hiring manager
  • Experience in Workforce Strategy and Management
  • Experience and understanding of CX organizations such as: Proactive Services, Support Services, CMS
  • PMP, PMO, ITIL or other certifications
  • Bachelors Degree (Masters Degree Preferred)

Key Attributes

  • Curious, open to new ideas and ways of working
  • Self-directing, able to work independently without close supervision
  • Partnering day to day operational delivery with visibility and understanding of CX strategy and driving transformation
  • Innovative thinker and strong influencer within the team and regional stakeholders
  • Ability to deliver results with aggressive deadlines across multiple business units
  • Pursuer of continuous improvement
  • Passionate about delivery, optimization, partner satisfaction
  • Comfortable with ambiguity
  • Strong people skills; coach, develop, nurture

 

Posted: 2020-10-16 Expires: 2020-11-23
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Manager, CX EMEAR Staffing Operations

Cisco Systems Inc.
Poland, NY 14747
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