Operations Director

About This Role

Leading the Operations team to deliver on metrics and targets is the core of this director-level role. This position suits an experienced leader in customer service operations with a strong drive to succeed, who can develop talent and manage client relationships.

Responsibilities

• Lead the Operations team and deliver overall operational metrics and targets
• Proactively maintain regular engagement with key client contacts in line with client expectations
• Ensure delivery of Client KPIs/targets including day-to-day service levels, customer experience, quality measures, and compliance measures
• Develop the operational talent pool by optimizing the skills of the existing team, in partnership with internal recruitment teams to attract the best external talent, in line with the agreed framework
• Ensure succession planning is in place to fill key roles and recognize individual talent
• Take responsibility and accountability for the operational performance of client areas and for exceeding targets of all required metrics
• Continuously identify and implement operational best practice through interaction with the wider team
• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan
• Select, effectively manage, and coach Operations Managers
• Execute a well-defined Communication and Engagement model to ensure all teams understand the performance of the business and the needs of their teams
• Manage and develop operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key work streams
• Identify and highlight further opportunities for services and process improvements

Requirements

• At least 10 years of working experience in the related field
• Preferably AVP/VP/Directors specializing in Customer Service or equivalent
• College-level education in any field
• Extremely strong call center management experience
• Experience setting and reviewing organizational/productivity objectives in line with commercial contracts
• Experience managing client engagement
• Responsible for Business Continuity
• Strong Customer Experience background in Fintech/Financial Services, Healthcare, and Tech Support
• Extensive experience working directly with clients
• Experience managing teams remotely
• Experienced in managing complex processes and programs with more than 200+ headcount
• High numeracy and analytical skills
• Hands-on and can-do attitude
• Detail-oriented

Benefits