Ensure that the global CX team is on track with its OKR’s and achieving the results on track with plan. If not, suggest course corrections for immediate fixing.
In conjunction with the Operations Managers, analyse and measure the effectiveness of existing business processes and develop sustainable and quantifiable business process improvements.
Have a solid understanding of the organisation’s business operations and industry.
Proactively recognize, plan and act on the need for innovation and improvement and assist the Operations Team to set expectations and targets.
Manage global dashboards and analyse and develop all the key data, metrics, benchmarks, leading and lagging indicators
Partner with and advise the operational leadership team on a wide range of initiatives, prioritise efforts and advise on the best use of resources.
Develop working relationships with key colleagues ensuring that process improvements are coordinated aligned and support the operations goals and objectives
Manage all communications for the department including the introduction of process improvements and initiatives ensuring clear direction in implementation.
Performs analysis of the operation’s cost elements to ensure effective and efficient delivery.
Lead operational reviews (QBR’s and MBR’s) including partner and staff reviews, evaluating metrics, staff and partner reviews
Benchmark against other tech companies to ensure continuous innovation of latest trends
10 + years experience working in a global organization
Experience in leading large programs and driving process improvement
Ability to balance daily tactical needs along with implementing long term strategic continuous improvement efforts
Cross-functional project management experience
Experience using and communicating performance metrics
Strong Communications Skills and relationship building
Strong Project Management and process improvement experience
Very organised with strong attention to detail
Proven ability to influence others without having positional authority
Strong verbal and written communication skills are a must
Ability to Deep Dive and develop innovative ideas for process challenges
Project Management tool experience (eg Project, Asana)
Process improvement experience and use of LEAN tools
Power user of Excel
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