Overview:
You will play a pivotal role in the operational assurance, governance, and oversight of the back and front of house support operations for our offshore locations. While not directly managing personnel, you will be responsible for ensuring efficient and seamless operations, implementing best practices, and driving continuous improvement initiatives which involve uplift in culture and embedding our ways of working & cadence for daily rituals. Your strategic mindset and strong leadership will be instrumental in aligning offshore operations with the company's objectives and maintaining operational excellence.
Key Responsibilities:
Scale Operations: Develop and execute strategies to enhance the efficiency, effectiveness, and scalability of offshore operations in alignment with organisational goals.
Process Optimisation: Identify opportunities for process improvement, automation, and standardisation to streamline operations and increase productivity.
Performance Management: Establish key performance indicators (KPIs) to measure the performance of offshore operations and regularly monitor metrics to ensure targets are met or exceeded. Conduct and present monthly Management Business Reviews (MBRs) and updates on team performance, including:
○ Team updates
○ Channel updates
○ People updates
○ Headcount
○ Leave updates
○ Training updates
○ Metrics
○ Improvements
○ Team engagement
○ Key insights from workforce planning
○ Plan for the next month
Workforce Management: Oversee workforce planning, including capacity planning, resource allocation, and skills development. Lead leadership team upskilling and cross-training initiatives to ensure a versatile and adaptable workforce.
Risk Management: Mitigate operational risks by implementing robust controls, compliance measures, and contingency plans.
Vendor Management: Oversee relationships with offshore service providers, ensuring service level agreements (SLAs) are met, and quality standards are maintained.
Cross-Functional Collaboration: Collaborate closely with various internal stakeholders, including finance, HR, IT, and compliance teams, to ensure seamless integration and alignment of offshore operations with overall business objectives.
Budget Management: Work closely with finance teams to develop and manage budgets for offshore operations, ensuring optimal resource allocation and cost efficiency.
Technology Enablement: Identify and leverage technology solutions to enhance operational capabilities, drive innovation, and improve business processes.
Change Management: Lead change initiatives effectively, fostering a culture of continuous improvement and adaptation to evolving business needs.
Point of Contact: Serve as the primary point of contact on the ground for offshore operations, addressing inquiries, issues, and escalations as needed.
Initiative Management: Lead and support various initiatives aimed at enhancing operational efficiency, customer satisfaction, and employee engagement.
Reporting and Analysis: Generate regular reports and analysis on offshore operations performance, providing insights and recommendations to senior management for decision-making.
Key Competencies: Strategic Thinking & Problem Solving:
- Rarely makes the same mistake twice; learns from failure.
- Begins to focus on attaining expertise in one or more areas of their role.
- Learns quickly and makes steady progress without the need for constant significant feedback from more senior team members.
Delivery & Results:
- Makes steady progress on tasks; knows when to ask for help in order to get themselves unblocked.
- Able to own small-to-medium tasks from planning/development through completion.
- Capable of prioritising tasks; avoids getting caught up in unimportant details.
- Capable of providing support for their area including parts that they are not familiar with.
Teaming & Communications:
- Gives timely, helpful feedback to peers and managers.
- Communicates assumptions and gets clarification on tasks up front to minimise the need for rework.
- Understands how their work fits into the larger project and identifies problems with requirements.
Qualifications: Bachelor's degree in business administration, operations management, or a related field.
Proven experience in a senior operations role, preferably in a multinational organisation with offshore operations.
Strong understanding of offshore operations, including support functions and back-office processes.
Excellent leadership and communication skills, with the ability to influence and collaborate effectively across all levels of the organisation.
Strategic thinker with a track record of driving operational excellence and delivering results.
Analytical mindset with proficiency in data analysis and performance metrics.
Experience in managing vendor relationships and outsourcing arrangements.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Strong project management skills and the ability to prioritise and manage multiple initiatives simultaneously.
Knowledge of relevant regulations and compliance requirements in offshore operations is a plus.
