Development and Support Leader

Budapest, Budapest
  1. Full Time
  2. Other
Posting date:30 Jan, 2019



Role purpose:

Responsible manager for all frontline and back-office development and support activities in Commercial Operations (COPS), including knowledge, training & development, helpline, planning and analytics, resourcing, controlling, user acceptance testing, office administration and team support across all COPS departments and locations (Budapest head office, Training Center, Miskolc Customer Care, Retail network, and other possible future locations).  


Key accountabilities and decision ownership:



·       Understand VFHU and COPS strategy, underpin these with development and support

·       Define and maintain training and knowledge strategy for all change programs

·       Drive digital simplification in knowledge & trainings, implement new modules digital first

·       Support business improvement programs to raise customer satisfaction and loyalty

·       Lead user acceptance testing team that serves all strategic transformations, programs

·       Lay down and maintain the analytical reports of all strategic initiatives ran in COPS



Day to day team management:

·       Provide input to planning and forecasting

·       Monitor performance KPIs and budget

·       Set detailed objectives to support and development teams

·       Enable learning programs in sales, vetting, billing, collection, and customer care

·       Manage the daily operations of all teams under own management (see below by team)

·       Implement operational processes in all own teams, review and improve them

·       Identify process improvement opportunities and initiate capability improvement areas



a.      Training, Knowledge, Helpline team ensures proper knowledge level:

·       Assure the same level of knowledge of all frontline

·       Keep knowledge management system content, knowledge repositories up-to-date

·       Develop and maintain training and knowledge materials (classroom, digital)

·       Train and coach all frontline and back-office teams, new joiners, new appointees

·       Build the knowledge required to support the Digital Transformation of COPS

·       Provide trainings for COPS sales and care, and Enterprise sales teams

·       Operate a Help Line team to provide support to care and sales teams

·       Ensure the content in Ask On Line is adequate to reduce call frequency


b.     Planning and Analytics team ensures transparency in reporting:

·       Measure business results in sales, vetting, billing, collection, and customer care

·       Develop regular and ad hoc reports, dashboards for all COPS teams and leadership

·       Control and measure the results of improvement actions

·       Plan resources, forecast capacity

·       Provide overarching reports across all COPS areas, monitor risks, update leadership


c.      Support team ensures logistics and administration support:

·       Serve as focal points on Customer Care location

·       Arrange logistics for key events

·       Support department teams in all office administration type queries


d.     User Acceptance Team (UAT) ensures successful release in all IT launches:

·       Serve as process expert and provide business user input in IT programs

·       Define use cases and user acceptance test plans

·       Test business applications, IT releases in customer/user acceptance testing


People management:

·       Lead and manage the Development & Support team as 2nd line manager, with all the above sub-teams, ensuring that the team members have clear priorities and are motivated

·       Recruit, manage, train and motivate direct reporting staff according to company procedures, policies and employment law




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