| Description |
Requirements:
- Bachelor’s degree in business administration, Operations Management, or related field (Master’s degree advantageous).
- 10+ years of progressive experience in operations, with at least 5 years in a senior leadership role.
- Proven experience overseeing multiple operational functions in a customer-focused environment.
- Strong background managing large-scale, multi-market contact centres.
- Demonstrated track record of driving operational improvements.
- Experience in project management, change leadership, and people development.
- Strong financial acumen, with proven experience in budget planning and cost optimisation.
- Familiarity with governance, compliance, risk, and crisis management frameworks.
Responsibilities, but not limited to:
- Standardise policies, procedures, and processes across departments.
- Continuously streamline operations to enhance efficiency, consistency, and integration.
- Benchmark and implement internal and external best practices.
- Collaborate with global and local stakeholders to ensure alignment with international standards.
- Provide strategic and operational oversight of large-scale contact centres across multiple markets.
- Implement KPIs, SLAs, and NPS frameworks to monitor and improve service levels.
- Lead and develop managers and teams, ensuring recruitment, training, and high performance.
- Drive customer and guest experience initiatives, embedding a culture of customer centricity.
- Champion service excellence through training, performance measurement, and feedback.
- Build a high-performance culture, fostering collaboration, engagement, and accountability.
- Lead cross-functional projects, ensuring technology adoption and operational readiness.
- Analyse data to evaluate operational performance and implement improvements.
- Manage risk, crisis response, compliance, and disaster recovery planning.
- Oversee IT asset management, systems resilience, and facilities management.
- Ensure safe, secure, and efficient operational environments across all business areas.
Please note that should you not receive a response within 2 weeks of applying, you may consider your application unsuccessful.
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