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Global Line of Business Director
by Fiona Hickey in Asia
We require an experience leader for our Client to take overall responsibility a line of business unit in Manila, including cost, budget, and client relationship, statement of work, internal account reviews, people and processes. You will be based in Dublin however there will be extensive travel to Manila.
Responsibilities:
The Role:
Ø Lead and implement all transition and transformation projects for LOB - provide direction and guidance during transition and also during post transition integration phase
Ø Commercial responsibility for global P&L of between $7m-$12m
Ø Provide ?thought leadership? for Business Process Outsourcing for LOB - fully responsible for BPO development strategy within own LOB
Ø Drive standardisation of processes and performance metrics across the LOB globally
Ø Act as key customer engagement point
Ø Acts as single point of global LOB service delivery success/failure
Ø Operational Performance Mgt - responsible for monitoring performance, improving metrics and delivering at all times to global SLA and KPI target. Deals with issue escalation, business continuity management and liaises with client on a regular basis to provide and explain key performance metrics
Ø Customer Satisfaction & Quality Mgt - Oversee the development and implementation of the annual customer satisfaction plan. Ensure robust quality mgt framework. Ensure SOX compliance
Ø Transformation/Change Management - Innovate within LOB to ensure all processes and standards across LOB are consistent. Co-ordinate regional efforts towards global process standardisation and work proactively with customer to bring customer along the global standardisation journey. Prove oversight and input in terms of design and development of best practices and standard tools. Lead systems transformation agenda with customer
The Candidate:
Ø Experienced Snr Operations Manager/Business Unit Manager (10 years plus experience at senior mgt level)
Ø Candidate should have experience of working in a BPO environment and will have previous customer engagement experience
Ø Proven ability to deliver to demanding and tight SLA requirements as well as leading continuous improvement and business transformation projects
Ø Strong communications and influencing skills - LOB will be the lead and driving force behind some major global standardisation projects that will require buy in of client and existing teams of people
Ø Proven experience in complex, global programme management where design, development and implementation of new processes, systems and organisation are required
Ø Proven experience of influencing an organisation across more than one geography
Ø Demonstrated virtual team leadership capabilities
For more information on this role contact Fiona on 01-6455264Viewed: 138 times