Openings >> Director Business Operations
Director Business Operations
Summary
Title:Director Business Operations
ID:5215C
Location:Ottawa, ON
Description
Who is BGRS?

At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.

BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.

Role Overview

Reporting to the VP of Global Operations, this position is responsible for the oversight of various customer service shared services teams in Ottawa.  The role carries responsibility for high levels of customer service, analytical evaluation, metric reporting, capacity modeling, and working with partner teams in multiple locations across the globe including the US and India.

This position requires a diverse individual who has demonstrated the skills needed to establish new shared services functions, create clear operating processes and instructions, hire and train staff, and report out on the operating metrics to multiple levels of management including senior leaders in the organization.

The successful candidate will possess superior collaboration skills and successfully work with all levels and departments in the organization including but not limited to Client Services, Information Technology and Client Accounting/Finance.  

What You’ll Be Doing

Establish new shared service center
  • Lead the development and management of all deliverables needed to establish new teams to include detailed project plan/timeline, action logs, meeting notes, hiring, process/ procedures, etc.
  • Implement practical and creative solutions to complex problems, fully addressing systems, rules, procedures, quality, controls and metrics
  • Implement the contact center technology, in line with the requirements of the functions in the experience center by collaborating with IT and other stakeholders.
  • Lead the team to complete process analysis, design/redesign of processes to ensure that they are customer and client focused, consistent, effective and efficient and in compliance with BRGS standards.
  • Develop and implement operations metrics and reporting to assess and monitor implementation efficiency and performance results
  • Develop and manage a strong change management plan to gain support from other departments as work is transitioned from a decentralized to a centralized model.
  • Develop and manage communication plans for the function as and when needed
Provide ongoing leadership
  • Monitor the transition of the newly established teams and ensures accountability under direct line leadership for:
    • Requests are worked in a timely manner and ensuring that the workload is evenly balanced across the team
    • Work queues are addressed timely and no items aged over standard
    • Data is accurate and efficiently processed using a wide range of monitoring tools
    • Strict adherence to data integrity by the team, ensuring that data is processed correctly, with respect to the operational, client services and reporting needs of BGRS
    • Process documents are updated on a regular basis and stored in a location that can be accessed by all members of the team
  • Address escalations timely and with professionalism with a client \ customer mindset:
    • Resolve Client complaints and problems that are critical in nature, which may have an impact on the business.
    • Identify and understand customer needs and address them in a timely manner
    • Manage the team so that there is a clear understanding of Client SLA’s and strict adherence to these requirements  
    • Communicate problem resolution and outcome with appropriate stakeholders, identifying organizational learnings for ongoing improvement in the business process.    
  • Acts as a Client advocate and strategic resource for overall Client issues in the areas of billing, legal, policy, cost management, operations, and systems
  • Serves as a resource for problem resolution, training and team building
  • Ensures team’ s compliance with company standards, Client policy, data accuracy and integrity
  • Collaborates with and supports other organizational Directors and Shared Services to ensure best practices are shared, staffing requirements are met and overall organizational goals and profitability targets are achieved.
  • Ability to elicit cooperation from all levels of the organization including Senior Leadership
  • Demonstrate resilience when faced with obstacles, adapts to new information and executes plans
  • Define budgets, resource and scope managemen
  • Undertakes other tasks and special projects as required
  • Embrace change and help through with the change management as and when necessary
Management
  • Responsible for managing employee’s performance including the timely completion of all talent processes.  Conducts Goal Setting, Mid-Year Check-Ins, Annual Appraisals and all other aspects of the Talent Management process for direct reports. Provide Employee feedback in monthly (at a minimum) 1:1 session: Honestly evaluate, document, and discuss each direct report's progress toward objectives and achievement of results on a monthly basis.
  • Provide appropriate rewards and recognition for achievement of stated objectives
  • Ensure appropriate succession plan is completed and updated on an annual basis
  • Advocate for the team by demonstrating fairness, professionalism and customer focus at all times
  • Ensure transparency within department through open communication and regular team meetings
  • Ensure adequate staffing, resources, training and coaching
  • Manage department activities within the defined budget parameter
  • Identify opportunities to reduce cost while providing consistent level of support
  • Regularly report out on workload, utilization and capacity
  • Regularly report out on SLAs against actual
What You Bring to BGRS
  • Minimum of 10 years of People leadership of direct and indirect reports with a large organization
  • University degree
  • Experience in a contact center environment preferred, but not required
  • International experience
  • Experience in process and \ or project management
  • Strong Business and financial acumen; P & L statements and budgets
  • Ability to work with minimal direction, be organized, have the ability to prioritize commitments and projects.
  • Demonstrated ability to lead and motivate an organization in support of operational goals
  • Outstanding communication, presentation, problem solving skills and responsive to inquiries/requests
  • Excellent collaboration and relationship building skills
  • Flexibility to work outside normal business hours to attend global meetings
  • Some travel required    
  • Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint, Visio)
Other Information
  • Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the BGRS–GS Company Security Officer (CSO)
What BGRS Offers
  • Competitive salary and incentive plans
  • Workplace flexibility for a balanced work/life approach
  • Comprehensive benefits packages and wellness program
  • Generous company-paid vacation days and holiday time
  • Challenging, collaborative, diverse corporate culture
  • Ongoing opportunities for learning and career development

BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.

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