Global Operations Manager

Requirements:

• A minimum 8 years of business experience within a large multinational organisation
• Management experience in area of Finances
• Considerable experience of Business Process Outsourcing (BPO)
• Experience within an operations, contact/call centre or shared services environment
• Strong strategic skills – ability to take the client’s strategy and translate this into an effective operating model
• Project Management of multiple medium-risk/size projects across multiple sites with a strong record of success 
• Exposure to process management
• Strong communication and relationship skills
• Extensive experience in reporting to Executive Leadership, preparation of presentations & delivery
• Experience in working across departments and preferably across borders

Responsibilities:

• Leadership of teams to ensure delivery of top results in line targets agreed with Global Process Owners and our Client
• Owns operational result delivery for Collections Leadership to include all aspects of team management and development, metrics and quality optimization and the drive to retain a highly motivated and engaged team
• Owns completeness of desktop procedures – ensures that procedures are always up to date 
• Provide consistency across service teams in the delivery of global process specific services, ensuring processes and procedures are implemented and maintained
• Act as the key relationship point for our client in respect of Collections activities –maintain strong partnership with the client 
• Provide input into client Collections strategy (client is strategy owner)
• Implement process and provide recommendations to ensure that processes are in line with best practice. Highlight process risks to client – where applicable
• Ensure that the services provided by the services team are continually improved and evolved to meet business requirements
• Ensure that internal controls standards are achieved in compliance with the client contract to achieve a “satisfactory” rating on all internal and external audits
• Ensure that customer’s data privacy can be achieved
• Act as owner for client change requests relating to Collections activities
• Act as “solutions architect” to on-board all new Collections activities in line with client expectations and in line with best practice
• Global escalation point of contact to our client for Collections
• Be a key member of the management team contributing to the leadership of the business

We offer:

• Exciting opportunity to have a real impact on our core business
• Possibility to drive challenging international projects
• Enjoyable work place full of enthusiastic and driven people
• Attractive remuneration package including a wide range of benefits