He/She acts as an expert within the France Training team, maintaining the work quality at a high level and in compliance with the agreed KPIs, preventing operational risk, offering support to the other team members and maintaining a good client relationship.

Main responsibilities:

Operations:

· Excellent knowledge of process and work procedures on his/her perimeter (including the dispatch and classification cell)

· Ensures that the team knows and respects the work procedures, process flows and that it is aware of the KPIs established with the client

· Checks the demands received processed by the team and gives constructive feedback based on Quality check criteria

· Understand the operational difficulties faced by team members and supports them in identifying solutions

· Raises awareness of process changes as well as ensures that all team members have the same understanding

· Follows-up the quality indicators established with the client

· Organizes and participates to weekly operational committees with the client

· Ensures weekly / monthly reports are delivered to the team in accordance with established procedures and deadlines

· Reports incidents and implements solutions to prevent them, provides constructive feedback for operational errors and risk prevention

· Optimizes the processes in order to exclude non-value-added tasks and to improve production

· Organizes process improvement workshops and problem detection workshops

· Project involvement: process improvement, new activities, standardization and mutualizing project

· Acts like a backup for the team leader