Team Leader Process Automation – Support Service Manager

Team Leader Process Automation – Support Service Manager

Poland

Business management, administration and support, Operations

Corporate Center

Job Reference #

202401BR

City

Wroclaw

Job Type

Full Time

Your role

Are you passionate about delivering robust and scalable robotic process automation solutions? Do you have a knack for understanding business processes and how we can optimize and improve through a combination of process re-engineering and technological changes? Do you have a curious nature, always interested in finding ways to innovate? We’re looking for someone like that to help us:
• act as first point of contact for all internal stakeholders to evaluate, triage, oversee and quality-assure assigned requests & topics
• maintain and build knowledge, skills and experience of staff
• effectively support and drive global service management initiatives
• support the development of the strategic transformation process in cooperation with other functions and drive its implementation
• drive the implementation of initiatives on the strategic roadmap of GO Global Robotics Operations Lead
• ensure effective communication between the various functions of GO Global Robotics Operations and other stakeholders in the organization
• coordinate Trainings and work with GO employees along the transformation strategy
• work as an experienced, hands-on service manager with ability and willingness to become in-depth expert in automation processes and tools
• meet SLAs like response and resolution times
• partner with Technical Support team members on various strategic projects

Key Responsibilities
• build, lead, guide and develop the GO Robotics Operations teams to ensure optimal performance of your teams in Krakow and Wroclaw
• escalation point and contact for GO automation support, internal clients, business partners, Technology Centers of Expertise (CoE) and User Service Centers (USC) in regards to automated process execution.
• identify and recommend methods to improve processes, reduce risks, increase controls and customer satisfaction.
• determine required quality improvements, implement risk management procedures and escalate issues as appropriate.
• commit to a culture of continuous improvement centered on client service and automation standardization.

Key Deliverables
• Manage GO automation support service delivery, L1 and L2 support
• Support automated process execution by service delivery and initiate correct support process in case of incidents.
• Identify staffing needs and works with human resources colleagues to pursue the hiring process
• Upholds a sense of customer service and measures client satisfaction
• Support service delivery in day to day business with stable availability of automated processes - help steer production and increase efficiency.
• Communicate with various stakeholder levels across functional areas (Operations and IT).

Your team

You’ll be working in the central GO Robotics Operations team in Wroclaw or Krakow – the team is part of the global Robotics Operations team for Group Operations. The team is responsible for operating more than 600 Automation solutions globally to support service delivery teams in executing their day to day business more efficiently.

Your expertise

• a strong track team lead record in building and developing a team
• excellent networking skills to build credible, trusted relationships with key stakeholders at all levels of the organization
• significant project management experience
• good knowledge of computer science fundamentals
• engineering or programming experience, preferably Automation Anywhere Enterprise
• strong analytical, problem-solving and synthesizing skills (you know how to figure stuff out)
• rapid comprehension for information technology and a natural ability to solve complex issues
• passion to learn new skills towards cognitive solutions (e.g. machine learning, natural language processing, chat bots etc.)
• professional experience within Banking Operation would be a helpful asset
• curious and collaborative, comfortable working independently as well as in a team
• able to multi-task and manage competing priorities in a demanding environment
• not shy to speak up and make sure your message comes across
• able to assess new ideas and provide implementable solutions
• a confident communicator that can explain technology to non-technical audiences
• fluent in English (written and spoken)

About us

Expert advice. Wealth management. Investment banking. Asset management. Retail banking in Switzerland. And all the support functions. That's what we do. And we do it for private and institutional clients as well as corporations around the world.

We are about 60,000 employees in all major financial centers, in more than 50 countries. Do you want to be one of us?

Join us

We're a truly global, collaborative and friendly group of people. Having a diverse, inclusive and respectful workplace is important to us. And we support your career development, internal mobility and work-life balance. If this sounds interesting, apply now.

Disclaimer / Policy Statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

Team Leader Process Automation – Support Service Manager | UBS

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Please submit your application in English

You are kindly requested to include the following clause in your application: "Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie pracy dla potrzeb procesu rekrutacji zgodnie z ustawą z dnia 27.08.1997r. Dz. U. z 2002 r., Nr 101, poz. 923 ze zm."