As a Head of Operations/Practice Lead, you will own and manage the delivery of client processes in accordance with contracted Service Level Agreements. You will be responsible for building relationships with relevant stakeholders for all concerned processes and creating a culture of continuous improvement by leading process improvement projects and coordinating with the senior management team to support new bids and the effective handover of new transitions. You will manage cost levers and ensure there are no revenue slippages, with a focus on people satisfaction, including attrition and sickness and absence targets. Alongside the delivery responsibility, you will also play the role of a Practice Lead by driving cost efficiencies and transforming the business with the Country Lead. Job title: Head of Operations / Practice Lead Job Description: What will you do: Drive on-time, accurate, and quality service delivery within agreed-upon SLA frameworks; Establish and review Key Performance Indicators and ensure alignment with Service Level Agreements; Manage budgets for all assigned processes; Own operational adherence to internal procedures and controls, and compliance with internal and external regulatory standards; Provide strategic operations planning and implementation inputs for corporate business plans; Develop & monitor key indicators to track and control process capabilities and ensure productivity enhancement; Develop tools & techniques to mitigate cost of bad quality; Recruit the appropriate resource base to deliver client processes within agreed SLAs; Build and optimize capacity models to handle peak volumes in a multi-site/shift scenario; Manage escalated service and contractual issues; Lead, implement and deliver process improvement projects; Liaise with the R&C/BC team for disaster recovery and business continuity planning; Establish a culture of continuous improvement and encourage the identification, evaluation, and implementation of improvement opportunities; Coordinate with the Capita senior management team to support new bids; Work closely with Capita Onshore team & the transition team to achieve seamless migration of the processes; Plan for and carry out infrastructure sizing in view of business requirements and new process migrations. Required skills: Minimum 5+ years of proven experience as a Head of Operations, Operations Director, or similar leadership role; Strong understanding of business management, financial management, and strategic planning; Experience in operational delivery, cost & transformation initiatives, data analysis, and operational efficiency; SLA management; Process compliance with risk and operational standards; Project management and delivery; Stakeholder management; Cost initiatives delivered and transformation initiatives delivered; Excellent organizational and communication skills. Location: Krakow, Poland Time Type: Full time Contract Type: Fixed Term (Fixed Term)
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Reklama:
Head Of Operations / Practice Lead
320,000 zł
Head Of Operations / Practice Lead
Poland, Małopolskie, Kraków,
Zmodyfikowano October 29, 2024
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320,000 zł / W ciągu roku