BD (Becton, Dickinson and Company) EMEA ASC OPERATIONAL EXCELLENCE MANAGER in Wroclaw, Poland

Job Description Summary

Job Description

Within the EMEA Associate Service Center (ASC), the Operational Excellence Manager is a critical player in driving and supporting the delivery of HR services by enabling it with good practices, tools, feedback mechanisms and leading continuous improvements initiatives.

Is a crucial player to achieve ASC performance, quality and cost-effectiveness goals according to BD vision for Human Resources.

Person on this position will be responsible for below areas:

Service Performance Monitoring and Analysis

Monitors and reports the EMEA ASC service performance by tracking KPI against respective targets, service levels and external benchmarks, while identifying trends and correlations. Develops and drives the initiation of corrective and preventive initiatives if required.

Develops regional performance dashboards and other operational reports as needed to support the service performance monitoring in cooperation with the global reporting teams

Customer Satisfaction and Continuous Improvement

Identifies and facilitates the implementation of improvement opportunities aligned with the EMEA ASC directions and goals

Manages the regional Customer Feedback Process and ensures the prompt follow up on corrective and preventive improvement actions

Responsible for the employee’s improvement ideas process, implementation and follow up

Provide coaching and training across EMEA ASC to create CI capabilties and culture

Process Management

Ensure E2E Process are in place, updated, monitored and controlled on an ongoing basis

Drives the standardization and harmonization of EMEA ASC processes ensuring local variations are as minimal as possible

Analyze and benchmark current state processes against proposed alternatives to identify opportunities to close competitive gaps and gain competitive advantages

Stakeholders Engagement

Coordinates the service performance reviews with the Key ASC Stakeholders to evaluate the service performance, discuss issues and escalations, forecast and resource planning.

Ensure that performance measures are shared amongst Key Stakeholders

Follow up and keeps control over the actions from the Service Reviews with Key Stakeholders

Knowledge Management and Learning

Integrate a knowledge management mentality/culture into EMEA ASC organization. Assesses its adequacy, utilization, maintenance and update of knowledge documentation

Ensures a consistent method for documenting, storing, and updating all processes, desktop procedures and operational/technical documentation aligned with global practices

Analyses and reports the proper utilization of ASC tools and practices (e.g. HROne, WD)

Vendor Management

Monitors EMEA ASC vendor performance and works closely with the regional and global HR Strategic Partnerships & Vendor Relations team to report it and analyze it.

ASC Projects Management

When required manages key ASC projects within agreed goals and ensure activities are completed according to the project schedule and that issues are escalated;

Supports new services transition by translating customer requirements into service characteristics.

Measure the effectiveness of change management plans and make adjustments where necessary

To be a successful candidate you would need a minimum of 7 years of work experience in working in a Shared Service Center/ Center Of Excellence or in a large international business environment within a matrix organization and experience as a Team Leader. Mandatory is to speak fluently in English (additional language is a plus) and has a strong knowledge of CI methodologies and concepts (e.g. PDCA, Lean Six Sigma).

​Furthermore, the following skills and experiences are required: ​ ​

  • Strong knowledge of process management and process architecture frameworks,

  • Strong knowledge of HR Shared Service models, tools and processes

  • Strong knowledge of project management methodologies

  • Ability to meet deadlines and handle multiple tasks simultaneously,

  • Ability to build and maintain strong working relationships with a large number of individuals across all levels in the organization,

  • Ability to communicate effectively within all levels of the Company, including Senior Leadership, both written and verbal.

  • Possess excellent communication (written and oral) skills and excellent presentation skills,

  • Strong customer focus

  • Ability to work independently.

  • Strong Analytical Skills

  • High degree of creativity in problem-solving

  • Six Sigma Green Belt (preferred)

We can offer you a great possibility to work in an international company (first-in-class in its business area), competitive compensation with great benefit package (e.g. health insurance, medical care, lunch vouchers, and sport /entertainment bonus), friendly work environment, flexible working hours and healthy oriented culture (healthy food, sport activities, participation in pro-health actions and events, charity initiatives). We are based in a new, modern office in the city center, developed to live healthy lives and to have a great opportunity for professional growth as well as challenging and rewarding work within a dynamic, international teams.

Interested in a career with BD, but this position doesn’t fit your skills and experience? Join our external EMEA Talent Community here:


Primary Work Location

POL Wroclaw - Legnicka

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.