Responsibilities

• Ensure alignment and collaboration between Operations and Business Enablement leaders
• Plan and prioritize staffing, organizational, and client requirements
• Create, implement, and maintain business processes
• Manage headcount numbers and work with the Global Managers to update the quotas/targets and right-sizing of teams
• Analyze reports and create action items to achieve operational and strategic objectives
• Attend regular operational and business review meetings to diagnose areas for improvement
• Proactively propose improvement plans where gaps are noticed, at an operational and business level
• Manage performance and engage in people development
• Define culture and engagement actions and oversee onboarding and training processes at the site level
• Manage the site budget and meet financial targets

Qualifications

• Bachelor’s degree or equivalent work experience is required, MBA is desirable
• 10+ years of experience in management, including leading a team of 400+ people, and 3+ years leading a team within a global operation
• Strong organizational, planning, and management skills, including critical thinking and making data-driven decisions
• Excellent soft skills, including conflict resolution, influence, and negotiation
• Experience working in a fast-paced high-tech environment at a senior level, as well as the ability to work under pressure
• Leadership skills with a focus on customers, inspiring change, and developing people
• General knowledge of social, political, economics, finance, labor laws, and regulations
• Previous success motivating and engaging teams to deliver high customer satisfaction within defined cost budgets performance management, staffing, management proficiency, coordination, coaching, and recognition
• Experience in managing operations business and the ability to build, develop, and manage strong, trusting client relations
• Experience working for an IT Support organization is highly desirable
• Professional fluency in English, both written and spoken, is essential