P&C Operations, Manager

Responsibilities:

Manager Accountability Statement
This role is accountable for operational service delivery performance and team execution, not individual case handling.

• Owns day to day service delivery outcomes and stability within scope
• Leads teams to deliver through structured service management practices
• Embeds the People Operations operating model in daily execution
• Drives quality, productivity, and demand containment through disciplined management

Leadership Scope

• Leads teams of Specialists, Professionals, and Administrators within a regional SSC or servicedomain
• Direct people leadership accountability for team performance, capability, and workload distribution
• Operates within clear governance set by Director level, escalating through defined channels Service and Geographic Scope
• Accountable for regional delivery (e.g., APAC, MED, NCE, AME/LATAM) or a defined service line
• Primary accountability across Tier 1 delivery, with close connection to Tier 0 and defined escalation into Tier 2

Core Accountabilities
1. Delivery of People Operations Services
Accountable for the effective execution of Tier 1 People Operations services within scope, ensuring work is delivered accurately, consistently, and on time.

• Managed through structured queues, workflows, and service disciplines
• Delivered at the right tier with minimal unnecessary escalation
• Aligned to global standards and defined processes

2. Tier 1 Performance and Demand Containment
Drives strong Tier 1 capability and ownership, ensuring maximum resolution at first point of contact.

• First time resolution and reduced repeat contacts
• Effective triage and routing discipline
• Prevention of avoidable escalation into Tier 2 and CoEs

Ensures teams are equipped and empowered to resolve work without defaulting to escalation.

3. Service Performance Management
Owns operational performance within scope, including:

• SLA adherence and resolution times
• Case volume management and workload balancing
• Quality, accuracy, and rework reduction
• Escalation rates and operational stability

Uses data and reporting to actively manage performance and intervene where needed
4. Team Leadership and Capability Development
Leads and develops SSC teams to operate as a high performing service delivery function.

• Clear role expectations aligned to tiered service model
• Capability uplift in Tier 1 decision making and resolution
• Coaching, performance management, and workforce planning
• Building sustainable team structures, not dependency on individuals

5. Continuous Improvement Execution
Drives practical implementation of continuous improvement initiatives within day to day operations.

• Improvements are embedded into workflows and behaviours
• Root causes of demand are identified and addressed
• Feedback loops into Performance and Improvement teams are active and actionable

Focuses on sustained operational improvement, not one off fixes
6. Operating Model Adherence in Practice
Acts as a custodian of the operating model at execution level, ensuring it is consistently applied.

• Work follows defined tiering and service pathways
• Processes, knowledge, and routing are adhered to
• Local deviations are minimised and escalated where necessary

Reinforces disciplined, standardised ways of working
7. CoE and Cross Functional Collaboration
Ensures effective handoffs and collaboration with Tier 2 and Centres of Expertise.

• Clear escalation quality and completeness
• Avoiding unnecessary CoE involvement in Tier 1 work
• Supporting simplification of demand back into SSC where appropriate

Maintains operational alignment without blurring ownership boundaries

Core Competencies:

Measures of Success
Success is demonstrated through:

• Stable, predictable service delivery within region or scope
• High Tier 1 resolution and low escalation rates
• Strong SLA performance and quality outcomes
• Reduced operational noise and repeat demand
• High adherence to operating model and process standards
• Engaged, capable, and consistently performing teams

Profile & Expertise

• Experience in shared services, HR operations, or service delivery environments
• Proven leadership of operational teams delivering high volume services
• Experience managing SLAs, service metrics, and operational performance

Leadership Style

• Structured, disciplined, and delivery focused
• Strong people leader with focus on capability and accountability
• Comfortable managing performance through data and metrics
• Focused on consistency, stability, and continuous improvement

Our commitment to a fair hiring.

At Vestas, we evaluate all candidates solely based on their professional experience, education, and relevant skills. To support a fair recruitment process, we kindly ask that you remove any photos, dates of birth or graduation, gender pronouns, marital status, or other personal information not relevant to the role before submitting your CV/resume. Your CV/resume should focus on your professional and educational background, along with the necessary contact details (email and phone number). We train our hiring teams in inclusive evaluation and regularly review process outcomes to ensure fairness.

DEIB Statement

At Vestas, we recognize the value of diversity, equity, and inclusion in driving innovation and success. We strongly encourage individuals from all backgrounds to apply, particularly those who may hesitate due to their identity or feel they do not meet every criterion. As our CEO states, "Expertise and talent come in many forms, and a diverse workforce enhances our ability to think differently and solve the complex challenges of our industry". Your unique perspective is what will help us powering the solution for a sustainable, green energy future.

BEWARE – RECRUITMENT FRAUD

It has come to our attention that there are a number of fraudulent emails from people pretending to work for Vestas. Read more via this link, https://www.vestas.com/en/careers/our-recruitment-process

About Vestas

Vestas is the energy industry’s global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore.
Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 200 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field.
With 39,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future.
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity.
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.