Job Family: Outsourcing Services
Job Sub Family:
Job Level: 11
Reports to : President
FLSA Status (USA Only) : n/a
Job Summary:
The Senior Vice President, Operations works with the President, CEO and Senior Management to create the vision of the Company and the type of business philosophy and culture the Company aspires to attain. They are accountable for the overall performance and budget of their multiple branch locations including multiple client groups/ business segmentation/ cross-geographic footprint (where applicable). They set short term and long term financial and operational goals in line with company goals. They work in partnership with other functional leads to align Operational and business strategy.
Duties and Responsibilities:
• Work with the President, CEO and senior management to create and ensure the Company vision and core values are integrated into our operational strategies.
• Ensure the profitability and productivity of the Multiple branch/ departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded
• Deliver on Client SLAs and contractual requirements to ensure we meet objectives – Overall client ownership responsibility
• Ensure that all necessary facilities and/or tools are available for use by employees
• Overall responsibility for recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated
• Develop strong client relationships in a professional and appropriate manner, in accordance with the Company’s Mission Statement, Promise of Performance, and Company Policy
• Responsible for ensuring all client reporting and internal reporting and billing requirements are delivered in a timely manner
• Performance manage direct reports and overall team to ensure we grow and develop our talent
• Responsible for monthly forecasts, revenue and expenses for portfolios and participate in budget preparation and presentation to Senior Management team
• Participate in global projects in line with company goals
• Work with Senior Management and teams to implement plans and policies throughout the organization
• Determines ways to reduce costs, increase revenues, and improve overall company performance
• Updates senior management on organizational finances, operations, and progress toward goals
• Represents the organization at conferences, meetings, and trade shows or at regional or national offices
• Maintains in-depth knowledge of his or her particular industry and liaises with specialised colleagues for expert advice on financial, legal, and regulatory issues
• Motivate staff through established incentive programs or ad hoc contests
• Actively support new business opportunities working in partnership with Sales/ Senior Management
• Responsible for performance by the firm of its obligations under the SMCR and Money Laundering including implementation and oversight (UK specific)
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned
SKILLS, EFFORTS, COMPETENCIES, AND OTHER SPECIFICATIONS
Education:
- India – Minimum College/University degree/Graduate
- MBA preferred
Experience:
- 3 years’ experience in an VP Operations role within the Company or equivalent experience outside of the Company
Certificates/Licenses:
- Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required.
Customer Focus (L3): Provides superior service to both internal and external customers.
Communication (L3): Expresses and transmits information with consistency and clarity, using active listening techniques in order to effectively understand provided feedback; summarizes information according to the audience in order to promote engagement and increase understanding.
Forward Thinking (L3): Identifies and analyzes trends, patterns or connections between issues; recognizes key or underlying factors in organizational situations and uses this insight for guiding strategy and activities. It involves recognizing opportunities where innovative ideas can be applied and reflects an understanding that work done in one part of the company impacts other groups/projects within the organization, as well as other stakeholders and the public.
Analytical Thinking (L3): Applies systematic, logical reasoning when addressing problems or situations in order to arrive at an appropriate solution or outcome. Considers the various issues and components of the problem, develops sequential steps to address the situation, and determines rational timeframes and priorities.
Critical Thinking (L3): Analyses and interprets data and information gathered from observation, investigations, formal and informal communication, reports, legislation, and other sources in order to develop conclusions. Reflects on past experience, organizational practices, and processes in order to determine the correct course of action. Is able to analyse the internal and external environment in order to identify current and future opportunities, challenges, and risks.
Strategic Thinking (L3): Analyses and interprets the strategic direction of the organization, has a clear and firm understanding of the vision, mission, values, and objectives of the workplace, uses that information to develop responsibilities, tasks, goals, and initiatives that align with long-term plans and growth. Reflects on past experience and organizational practices and processes to determine the correct course of action. Can analyse the internal and external environment in order to identify current and future opportunities, challenges, and risks.
Organizational Awareness (L3): Shows commitment to the organizational vision and strategic goals by acting in accordance with organizational expectations and having a solid understanding of the internal environment. Uses knowledge of organizational and business climate to solve issues and accomplish goals and business strategies, complies with and enforces organizational policies, procedures, and practices.
Building Collaborative Relationship (Relationship Management) (L3): Effectively builds constructive, friendly, professional relationships and networks of key contacts with people and colleagues; maintains partnerships that can provide information, assistance, and support.
Team Focus (L3): Works cooperatively and effectively with others to reach a common goal. Participates in group activities, fostering a team environment.
Change Leadership / Managing Change (L3): Supports change initiatives that has been mandated within the organization. It involves helping employees and individuals understand what the change means to them. People with this competency willingly embrace and champion change.
Developing & Coaching Talent (L3): Creates a sense of direction and purpose, promoting an understanding of individual contributions to corporate objectives. Fosters an environment that motivates and energizes employees to perform at their best, ensuring they have the capability, support and tools needed to work to their full potential.
Leadership (L3): Maintains a professional and positive manner even under changing or uncertain conditions. Works well with a wide range of individuals to provide support, coaching, encouragement, and direction. Engages others in order to accomplish organizational goals and strategies.
Managing Performance (L3): Clearly establishes and communicates expectations and accountabilities; monitors and evaluates performance; provides effective feedback and coaching; identifies development needs and helps employees address them to achieve optimal performance and gain valuable skills that will translate into strong performance in future roles.
Risk Management (L3): Identifies, analyses, plans, and responds to internal and external risks factors, including security breaches and health and safety; adheres to and ensures the organization is compliant with all health and safety laws, regulations, standards, and required practices.
Accountability (L3): Takes personal ownership and responsibility for the quality and timeliness of work commitments. Follows organizational guidelines, professional standards, regulations, and principles. Demonstrates reliability and integrity on a daily basis.
Decision Making (L3): Makes concrete, well-informed, and thought-out decisions that support the overall organization. Has the ability to make quick, effective decisions, even when data and details are limited. When making unfavorable decisions that might have negative consequences, examines the impacts and potential implications to ensure that decision is valid for the situation.
Planning and Organizing (L3): Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans to complete.
Goal Oriented (L3): Can focus on desired outcomes, and the means by which they are achieved, by meeting or exceeding standards based on past performance, goals, and objectives, as well as the performance or achievements of others.
Working Condition:
- Works in a well ventilated office
- Work from home, if applicable
- Must be flexible to work on various shifts as required
- Frequent sitting, talking on the phone, repetitive typing and writing
INFORMATION SECURITY RESPONSIBILITIES:
All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role.