Effectively lead and manage a complex, process and transaction oriented operations unit that supports the objectives of the regional business units.
Effectively managing the day to day delivery and on going processes improvement objectives that support clients regional internal and client service, quality and efficiency targets.
Drive the company culture with peers and associates.
Build and maintain a highly effective relationships with key stakeholders within Global Operating Centre and related regional business areas.
Proven ability to develop and deliver against aggressive short-term and long-term objectives aligned with the organization's vision and mission.
Establish and maintain a highly collaborative and proactive working relationship with key stakeholders within G.O.C. and senior executives and leaders in the regional businesses.
Identifying and implementing opportunities for aggressive business process improvements that result in a better client experience and operational efficiency.
Be a visible champion of the company culture and ensure high employee retention, high levels of engagement and measurable and continuous improvements in employee satisfaction. Be the role model and champion for a high performance culture within the team.
Serve as a single point of contact and management liaison for the owned process to the G.O.C. executive and regional stakeholders.
Effectively manage a robust and well defined performance management process for all employees insuring constantly delivery against SLAs and KPIs and by attracting training and rewarding a high performance team.
Ensure effective capacity allocation and utilization of resources across the team in order to maximize effectiveness and efficiency
Have successfully worked and been promoted within an "in-house" - captive operation centre in a compliance oriented business. Preferably in a technology driven information services business.
Managed 200-300+ people workforce across:
Voice -- inbound and outbound
B2b and b2c
Multiple complex teams with multiple level reporting
In the detail leader, who works rapidly with operations managers to proactively avoid and reactively resolve internal and customer issues.
Have successfully demonstrated transformation / change management skills via role modelling and exceptional communication and leadership skills. Leads by doing and demonstrating.
Have completed multiple Process improvement initiatives across people and processes using at least one of the following processes: