11 - Customer Focused Team Manager 3

General Overview

Functional Area:  OPS - Operations
Career Stream:  CPM - Customer Program Management
Role:  Manager 3
SAP Short Name:  MG3
Job Title:  Customer Focused Team Manager 3    
Job Code:  MG3-OPS-CFT
Job Level:  Band 11
Profile-Holding:  Y
Direct/Indirect Indicator:  Indirect

Summary

Manager of a major Customer Focused team within a site. Leads all of the indirect functions necessary to execute the customer's business some or all of whom report directly to the role and some or all manufacturing activities. Accountable for the execution of the customer's business within the site within cost budgets, and for identifying and driving improvements in performance, customer satisfaction/loyalty and in overall financial performance and. Reports to a Director or General Manager, and may have dotted line responsibility to a GCU GBOM. Independently represents the company to a senior level in the customer's organisation.
Detailed Description:
Provides direct indirect supervision to subordinate managers and employees performing diverse roles within large sites. Work is guided by broad site objectives and corporate policy. Work requires developing solutions, precedents, and/or policies. Receives assignments in the form of objectives and sets goals to achieve objectives. Establishes long-term plans/objectives and recommends changes to policies. Develops department budgets and goals. This includes establishing three- to five-year plans/objectives, and developing policies for the function/unit. Accountable for projects or programs on a multi-functional, national, or regional basis. Erroneous decisions or failure to achieve goals results in critical delay in schedules and/or unit operation and may also have a company-wide affect. Provides direct supervision to others, or indirect through subordinate supervisors, and coordinates the activities of a section or department with responsibility for results in terms of costs, methods, and employees. Reviews employees performance and recommends employee compensation; coaches for improved performance and disciplines as necessary. Provides final approval for subordinate managers/supervisors salary and performance recommendations. Builds cross-functional relationships where persuasive skills, negotiation skills, and considerable tact are required to gain support. Interacts regularly with senior management or executive levels on matters concerning several functional areas, divisions and/or customers. Maintains positive relationships with key customers, suppliers, etc., who have a significant impact on the success of the organization.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Leads a significant Customer Focused team within a site. Has overall business responsibility for the execution of the business of a customer or group of customers.
• The CFT direct reports will include program management and some if not all of SCM (planning and purchasing), engineering, quality and manufacturing operations.
• Any functions not reporting directly will be managed in a matrix management structure.
• Ensures the CFT generates value for the customer from their business with CLS, and seeks to develop customer loyalty.
• Leads the creation and implementation of action plans comprehensively to resolve customer issues.
• Drives continuous improvement in CFT activities using lean and 6-sigma methodologies.
• Plans, manages and controls CFT performance by establishing overall direction and priorities.
• Leads identification of new services to customer.
• Establishes policies and guidelines and evaluates results.
• Allocates appropriate resources, tools, equipment and support to meet customer requirements within the CFT.
• Monitors performance of business execution using MOR and other appropriate metrics.
• Reports on performance to the customer, site management and (where required) GCU Leadership.
• Leads the creation and implementation of action plans to correct out of target conditions.
• Accountable for financial performance of the business. Ensures that all financial metrics (Pricing, service billing, ROIC A/R etc.) are managed within contract and quotation requirements.
• Recommends and manages the CFT budget and financial forecast. Works with the sales/BD on establishing customer prices, either for new business opportunities or periodic (quarterly) pricing reviews.
• Selects employees, assigns objectives, reviews performance and approves employee compensation.
• Coaches for improved performance, approves disciplinary actions and reassigns personnel as necessary to optimize CFT performance.
• Accountable for employee satisfaction improvement within CFT.
• Participates in and often leads cross-functional process improvement groups.
• Supports Corporate or Site-wide initiatives.
• Independently represents company to customer at working/senior level.
• Acts as the senior customer contact under general direction of GCU.

Knowledge/Skills/Competencies

• In–depth knowledge of the production processes and the tools and equipment used.
• In-depth knowledge and understanding of the business unit and how decisions impact customer satisfaction, product quality, inventory, on-time delivery and the financial performance of the unit.
• Ability to coordinate a wide variety of resources to meet production quality operational, supply chain and financial targets using CLS Project Management methodology where appropriate. (See http://torb2b11.ca-tor.celestica.com/pmm/)
• Has comprehensively developed skills in the following CLS defined competencies: Personal Attributes, Interpersonal; Business Technical and Leadership Competencies (see http://clsdb01.ca-chq.celestica.com/global/comm/homepage/learnhp.nsf), and
• Ability to effectively communicate with a wide variety of internal and external customers.
• Ability independently and effectively to lead, manage, mentor, train and motivate a diverse group of employees to achieve challenging targets within tight time deadlines and in a highly dynamic manufacturing environment.

Physical Demands

• Duties of this position are performed in a manufacturing environment with occasional exposure to elements such as noise, dust, chemicals, operating machinery, temperature extremes, etc.
• Duties may require periodic sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Occasional overnight travel is required
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

• Ten plus years of relevant experience

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.