Key Responsibilities

  • Define and evolve what ‘Culture of Quality’ means across TMF
  • Work with the Global Solutions, Operations & Technology and Regional Leadership to design, define, document and evolve operational process framework and standards (L3+) across all TMF services
  • Work with the Global Solutions, Operations & Technology and Regional Leadership to successfully embed defined operational process standards (L3+) across all TMF services
  • Design, define, embed, evolve and lead a global, Lean Six Sigma based, Operational Excellence framework and capability to enable quarter over quarter cost of delivery and quality of delivery improvements across all TMF services
  • Design, define, embed and evolve an operational performance management system (a common set of measures/metrics to describe delivery performance across teams, countries, service lines and clients)
  • Partner with Operations & Technology and Regional Leadership to deliver quarter over quarter cost of delivery and quality of delivery improvements across all TMF services
  • Work with the Operations & Technology and Regional Leadership to architect and transform the technology we use to digitise and improve client delivery across all TMF services including work management, workflow and intelligent automation
  • Develop and maintain multi-year roadmaps for technology we use digitise and improve client delivery across all TMF services including work management, workflow and intelligent automation
  • Lead the implementation, configuration, deployment, support and maintenance activities across the technology we use to digitise and improve client delivery across all TMF services including work management, workflow and intelligent automation
  • Establish (build and/or source) a team to deliver the above activities
  • Accountable for the cost of delivery and quality of delivery of the above activities and driving improvements in both
  • Support Business Development efforts for new clients as required
  • Manage an ongoing quality program aligned with the overall TMF metrics program that manages the variation and performance of the above activities
  • Manage and lead all Digital Operations team members through demonstrated people management skills. People management responsibilities will incorporate aligning the team to organisational priorities, development and continual focus on encouraging excellence and realising value in global collaboration
  • Manage the services and outcomes from partners, suppliers and other 3rd parties who form part of the architecture, software engineering, implementation, configuration, deployment, support and maintenance activities related to the technology we use to digitise and improve client delivery across all TMF services including work management, workflow and intelligent automation
  • Develop and have responsibility for the Digital Operations budget, by forecasting resource and skill needs proactively, managing those forecasts against budgets and being accountable for driving the requirements to meet those forecasts.
  • Contribute to the Operations & Technology, Global Solutions and Regional strategy planning.
Requirements
  • Minimum of 10+ years experience in the Professional Services, Financial Services and/or BPO industries
  • Minimum of 5+ years experience in a senior service delivery transformation and automation leadership role across a global footprint
  • Demonstrable success transforming and improving the cost of delivery and the quality of delivery through operational excellence, intelligent automation and workflow solutions
  • Minimum of a B.A/B.S in Computer Science, Information Technology or related technical field of study is required. An advanced degree is preferred. Professional certificates are preferred.
  • Strong commercial acumen
  • Experience of managing a major function through change

Director Digital Operations Recruitment Agency in London, BPO Recruitment Agency in London