Customer Hubs Performance Delivery Manager – O2C

Unilever is currently hiring for Customer Hubs Performance Delivery Manager – O2C!

Function: Global Business Services – Customer Hubs
Reports to: Head of Global Customer Hubs – PTAB & Africa
Scope: Customer Hubs - Regional (Arabia-Deliver&Collect)
Location: Turkey
Terms & Conditions: Full-Time

ABOUT UNILEVER
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

GLOBAL CUSTOMER HUBS TEAM
GBS (Global Business Services) is a new area in Unilever. It will be leading a huge transformation when it comes to value creation, productivity, and adoption of new technologies. It comprises many service lanes like Customer, Marketing, People Experience and Finance. For the first time, all these services are together to unlock value to the company and beat the market when it comes to providing solutions. It is the way Unilever will bring latest trends and technologies to play a central role to the GAP 2030. More specifically, Global Customer Hubs team is the solutions partner of Customer Operations and Customer Development for the E2E operations excution of Unilever. We partner with these business functions to deliver speed, agility, and efficiency in Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Bill-to-Cash, Master Data, and Reports.
The Global Customer Hubs team reimagine processes end to end, elevating them into global hubs empowered with technology, and run by industry leading partners. We deliver superior customer experience and perceived frictionless operations, while releasing capacity in markets to focus on generating and fulfilling demand, powered by digital and AI. The hubs are a critical enabler for growth by reducing complexity, releasing capacity, and unleashing technology in operations. We aim to become the Industry-First E2E Value Network Operation that Drives Superior Customer Experiences to enable Growth. We do this through Digital Technology, Artificial Intelligence, strong partnerships, and Future-Fit People. It is about writing the next chapter of operations with partners in the hub.

PURPOSE OF THE ROLE
The Customer Hub Service delivery manager is focal point in ensuring excellence in the delivery of the hub and the creation of future operational capabilities with our strategic partners to deliver to business units and markets across the region. The role leads the interaction between the market and the hubs in global locations like Cairo, Chennai, Salem etc., while interaction with global teams to drive harmonization, scale and cross fertilization across global operations. If you are passionate about leading performance and transformation through digital, hubs, and standardization of processes in end to end operations, then this role is just for you.

MAIN RESPONSIBILITIES
The Customer Hubs Performance Delivery Manager ensures that processes owned by the hub are run effectively and efficiently across the entirety of the end-to-end operations (Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Collections, Master Data, and Reports).

Deliver superior business performance.

• Accountable for ensuring day to day operations is delivered with super experience by the hub for the market. Drive KPIs/SLAs and evaluate for any additions/ changes with changing business requirement.
• Accountable for a robust and fully functioning governance model between market, hub, and product/capabilities teams. Holding the cross functional team accountable for the role they play in bringing the design to life. This includes ensuring rigorous GFCF and operational controls, and an effective BCP is in place in the hub operations.
• Accountable for ensuring operations is on its path toward world class level of productivity through continuous improvement. This includes delivery of the committed hub efficiencies, ensuring actual FTE in operations matches what is in the contractual price workbooks.
• Bring global hub model to life through Standardization and Digital transformation
• Leverage global scale of operations by driving standardization of operations as per the global process model, working closely with the markets and hubs.
• Drive maximum adoption of technology – both in terms of breadth of application across different scenarios / use cases, and depth of usage (i.e. level of no touch operations). This requires coordination and collaboration with the market, hub, and product & capabilities teams.
• Develop the hub into a solutions partner providing decision support through analytics and insights
• Lead transformation governance between hub, product, capabilities and market team to land the agenda of standardization, no touch operation/tech adoption and Gen AI application in each of the processes.

Expand Hub Scope

• Strech the boundaries of the current scope by challenging the current GPM in collaboration with the capabilities team
• Develop and build hub operations for white spaces by working with various functions.

Build a winning team

• Develop digital and commercially savvy talents who are masters of domain capabilities, digital capabilities, and have right business and commercial skills.
• Lead a partner development program to ensure hubs have the right capabilities to deliver superior experience and a winning operation Improve Univoice Scores (especially Culture Index)
• Lead and actively participate in the global network of hubs
• Finally, and critically, as the lynchpin for customer hubs, this role is accountable for operating, developing and sustaining a high performing team to deliver across the key areas of responsibility. The person must establish a deep understanding of the customer hubs model and bring it to life through a high level of business intimacy with the market process owners.

Experiences & Qualifications

• Bachelor’s degree in Supply Chain, Engineering, or Business/Management
• Minimum 7 years of experience working in Supply Chain management, Order to Cash, or CD Operations.
• Experience in delivering day to day operations and transformation for one or more of the process streams in scope – CD (CSP, DT, OG/MT, CD Ops), Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Collections, Master Data.
• Proven business/financial acumen, prior experience managing a large operational business unit
• Experience in driving standardization, digital adoption, and analytics that enable the business to make better decisions, drive growth/efficiency, and gain competitive advantage.
• Experience in working with and delivering through strategic partners, knows how to leverage the relationship and commercial contract to maximize value for Unilever
• Proven experience in complex transformation programs/change management and setting up new capabilities.

Skills

• Highly tuned ability to spot new business opportunities for Unilever to grow or reduce costs, and good understanding of end-to-end process with the local business.
• Strategic thinker and integrator – able to conceptualize and articulate a vision of new ways to address business problems more effectively. Able to cut across functions and teams end to end to solve problems and deliver results.
• Project and Change Management – lead complex projects across geographies, managing transitions and offshoring with minimal disruption. Drive change through structured communication, stakeholder engagement and agile delivery
• Execution-driven - able to translate vision into reality and hold the cross functional team accountable in order to deliver results across the ecosystem.
• Solutions mindset - focusing more on solutions instead of problems, able to identify root causes and drive the right actions / interventions. Highly influential leader with strong business acumen who can engage well at all levels in the organization.
• Excellent people management and relationship skills
• Excellent communication and collaboration skills - ability to collaborate effectively with peers and stakeholders, can drive robust working relationships with different stakeholders (CD, Customer Operations, Global product & capabilities teams)

Leadership

• Care Deeply: Cares deeply about how customers experience our brands every day, everywhere; about our people’s growth and development and our impact on the planet. Cares about our performance, to a point where it hurts when we don’t win.
• Focus On What Counts: Ruthlessly prioritizes what really, really matters, and allowing us to do better on fewer things. We set clear and stretching goals and recognize maximum performance impact.
• Stay Three Steps Ahead: Thinks boldly and creatively to make breakthroughs in performance. We are always curious and confident ─ anticipating and staying ahead of customer needs and external trends to beat the competition.
• Deliver with Excellence:
• Delivers everything we do with excellence and pace. We take personal ownership and hold each other to account – always finding a way to do what we’ve said we will do.
• Talent Catalyst: Invests in people – coaches individuals and teams to realize their full potential. Creates an inclusive climate, empowering everyone to be at their best. You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins. You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.

Critical SOL (Standards of Leadership) Behaviors

• PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.

• PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.

• CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.

• PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.

• AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever embraces diversity and encourages applicates from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.