Responsibilities: Accountable for the daily operation of the second line of HR Services Organization, providing visible leadership, ensuring the right staff are in right roles and individuals remain developed and motivated to deliver world-class customer service. Accountable for delivery of HR local services (on budget and against agreed KPIs) for the operation she/he manage for Europe, Africa and Latin America regions Manage the team of 3 Team Managers with their groups of subordinates Accountable for delivering against the agreed Service Level Agreements with the businesses Work in partnership with Centers of Excellence, Process & Systems Teams and other business partners to optimize the service delivery and identify opportunities for continuous improvement and off-shoring benefits realization Responsible for action taken to address the cause of customer dissatisfaction, identified through customer feedback (e.g. Complaints, Customer Survey), developing agreed action plans and work through to execution with business partners Responsible for mentoring, coaching and supporting the team Contribute and work effectively in HR Services Leadership Team

Benefits: Interesting work in international environment Attractive salary and bonuses Medical care and individual life insurance A unique opportunity to take part in interesting and professional trainings and to plan your own career path Sports programme & facilities e.g. Multisport Benefits Card, our own gym and own volleyball and football teams Good atmosphere at work and comfortable working environment: own canteen and a few “relax rooms”

Requirements: Minimum 5 years of Customer Service / Call Centre related experience Fluent English Demonstrate coaching and leadership skills to be able to motivate staff and Ensure a customer-focused culture and team spirit Ability to manage multiple priorities and interfaces Passion for the customer High competence in problem solving and decision making Working knowledge of SAP or other ERP systems and/or Customer Service Technologies and IT applications Demonstrate commercial awareness - ability to manage budgets and reduce operating costs Understanding the cost / benefits of potential changes to service deliverables Project Management and/or Change Management experience Excellent stakeholders management Master Degree required (Economic, Sales or Business Management preferred) HR Procedures awareness – welcomed, but not mandatory