Job Purpose 
Lead, coach and follow up performance of the Commercial Operations Services team. Overall responsible and accountable for managing day-to day support activities and deliver optimised service according to defined service levels for activated service lines. Acting as a liaison with the in-country market organisation and the local business partners securing value in full accordance to business needs.

Key Responsibilities
•    Coach, motivate and lead direct reports to secure right focus and priorities to reach overall targets
•    Interact with in-country teams to support business objectives, develop efficient ways of working, organize daily / weekly / monthly / quarterly comms
•    Supervise and guide the team, organize activities and distribute workload to guarantee service delivery and optimize it
•    Set up activity plans and monitor its execution, perform analysis on key metrics to enhance overall productivity of the commercial organization and service line 
•    Monitor team performance and ensure that service levels offered are meeting the defined SLAs, also participating to meetings as per SLA governance framework (e.g., recurrent review meetings, process optimisation forum)
•    Be the escalation point on high-priority issues, identify, recommend and conduct decided countermeasures in case of SLA deviations 
•    Build a solid collaborative network by bridging effectively with the in-country commercial teams (e.g., Head of Commercial Operations, Continuous Improvement and other local or corporate functions) and with the above-country counterparts (e.g., Head of Commercial Operations Services, GPO, CTC teams, etc.)
•    Identify focus area and set priorities to best organize the team workload, based on available capacity
•    Lead or collaborate in core projects, ensuring maximum impact at optimal effort, in a coordination with other functions
•    Identify capability gaps and mitigate risks through e.g., hiring the right talent according to defined/ newly developed role profiles, develop team members to elevate skills

Support the team with the effective delivery of service activities within service lines like:
o    Data Management 
o    Technology Support Services 
o    Commercial Administration Support Services
o    Field Sales Services 

Key Stakeholders  (internal functional areas with examples and external)
Internal: 
·    Commercial departments eg Field Sales, KAM, In-Country Commercial Operations, Omni & Performance, S&I, Finance
·    Data and Insights Team (SSC)
·    Business, Process and Technology (BPT)
·    Customer Master Data & NPI team (SSC)
·    CMA & Pricing team (SSC)

External:
·    Customers
·    3rd Party Data Providers and vendors.

Experience required 
•    Excellent project and time management skills, with problem-solving ability
•    Documented experience from support, customer management and team building
•    Skilled in both internal and external stakeholder management
•    Use to actively work with operational as well as process improvements 
•    An experience team leader with ability to lead, develop and coach direct reports
•    Experienced to work within Excel and other Office based programs
•    CRM & ERP system like Salesforce, SAP experience 
•    Testrail, Jira or similar

Qualifications required
•    Experience and knowledge in communication, inspiration and motivation
•    People leader who coaches her/his team both short and long term
•    Be able to bring fact-based analyses/results as ground for improvements

Function and technical skill required
•    Service Management
•    Sales and Marketing
•    Customer Management
•    Team Management
•    Process and Operations Improvement
•    Project and Time Management
•    Problem Solving
•    Communication
•    Stakeholder Management & coordination
•    Build strong relationships with key internal and external stakeholders to support the execution of reporting activities.
•    Microsoft Office
•    Salesforce, Power BI, SAP

Behavioural competencies
•    Positive can do mentality
•    People connector with a natural way of leading others
•    Driving your own team with both internal and external stakeholders
•    Sense of business acumen driving team forward in a structured way supporting country needs
•    A people leader who builds teamwork in both internal and external forums
•    A clear drive to always find improvements and efficiency in a structured and recurrent way
•    Ability from a holistic view see how other plans/activities affects own area of responsibility
•    Can adapt communication based on situation and task both internally and towards the customer
•    Problem Solving & Decision making

Language Capability & expert level
English – proficient
Swedish – proficient