24. Senior Operations Manager

Worldwide provider of Financial based services is currently seeking an Operations Manager to act as the primary dedicated voice for in-country operations managers into the "pan-European" Operations team. Actively report into Head of Business Operations on the status of key business initiatives. The areas under direct control are all in-country operations managers. As a result, implicit indirect responsibility for those in country activities which may include new client marketing setup and implementation, project lead, in country business analysis and BASC functions, and all operational functions and member servicing falling outside of the current contact centre alignment (varying by location).

Direct management/reporting responsibilities for in country operational managers identified by management. Foster strong relationships with and between in-country operational managers, assist with the ongoing development of the operations group into a cohesive unit. In conjunction with the central operations strategy group, understand varying country operational differences and requirements as dictated by local legislation and/or clients. Actively participate in the definition, prioritization, and implementation of local operational projects requiring the support of the central IT and Business Analysis units.

To constantly challenge the status-quo within the business, seeking to improve process workflows, operations to sales cost ratios, client satisfaction and quality measurement standards across all markets. Ensuring the speedy transfer of 'best practice' across the total business, clearly understanding, and taking appropriate actions where 'in-house' or outsourced solutions are more appropriate.

Work with central IT Solutions Analyst to ensure that the local technology infrastructure to support service delivery, in terms of IT, database and telecommunications is adequate for present and predicted work types and volumes. Working with the Release Management to ensure nomination, justification and progression of necessary calls through the SIEBEL release schedule.