Operations Excellence Director (VP)

The role will consist of five key capability areas:

1. Operational Excellence
2. Client Experience Management
3. Technology Enablement
4. M&A Integration

Portfolio Management

The role will report the Region COO for EMEA and will manage a team of eight direct staff (plus take responsibility for leading large, cross functional project teams). The role will require 1-2 days of work in our London office and up to 25% travel time.

Operational Excellence:

• Define, document and rollout operational standards across the Region, partnering with service delivery leaders to ensure they embed into the daily operation.
• Set and champion an approach to operational excellence, rolling out lean fundamentals to operational teams, creating a culture of continuous improvement.
• Constantly review operating practices to identify opportunities to improve, prioritizing those which have maximum impact on our clients.
• Embed a quality management framework into the operation to review compliance with standard operating procedures and provide coaching to managers to act on findings.

Client Insight:

• Design and deploy a client insight programme across the Region, which gives periodic and real-time insight into how our clients think and feel about our service.
• Ensure client feedback is incorporated into our continuous improvement efforts, ensuring that our service evolves with our client needs.
• Coach managers and delivery team members to have a ‘client first’ mindset.

Technology Enablement:

• Own and manage technology enabled projects across the region, ensuring that new ways of working are clearly defined and embedded into the operation.
• Partner with the Regional CIO to shape technology projects and prioritize change where it will add most benefit to the business.
• Assess the daily operation within each country and identify quick win automations which can be delivered through our citizen developers or with broader technology investment.

M&A Integration

• Partner with our Operations and M&A team to embed newly acquired businesses in to the People2.0 way of working.
• Lead integration projects, bringing cross functional teams together to deliver across people, process, technology, legal and financial workstreams.

Portfolio Management

• Set-up and manage a project ‘control centre’ across the region to monitor programme and project progress, ensuring on time delivery.
• Run proactive governance reviews with the Regional and Global C-Suite to show progress against time, cost and benefit measures.
• Ensure that benefits are realized across the portfolio across cost reduction and growth measures.