Ensure consistent and high-quality service delivery from our global partners; develop and implement a performance management strategy that appropriately recognizes performance wins or opportunities

Partner closely with key operational stakeholders to ensure transparency into performance, alignment on goals and expectations, and provide roadmap for delivery on key operational intent

Identify and implement strategies to improve agent performance 

Partner with Global Workforce and Footprint Strategy teams to identify opportunities for optimization and cost efficiency in the global operations footprint 

Support and influence upstream intent from key stakeholders and customers

Demonstrate leadership at scale: as a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member 

Responsible for ensuring exceptional performance, driving operational efficiency, while meeting all compliance and risk requirements

Monitor internal and industry trends to measure effectiveness

Manage relationships with third-party suppliers, ensuring contractual obligations are met.

Collaborate with internal partners to take appropriate action where necessary to address performance or contractual misses.  

Ensure compliance with all operational standards (risk, regulatory, legal, operating expenditure, etc) and partner appropriately to develop robust business continuity plans

Proactively identify and mitigate potential risks related to supply disruptions, geopolitical factors, or changes in market conditions.

Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency

Intimately understanding the heart of specific operations and represent the voice of that operation to your business partners

Developing and implementing strategic plans to achieve business objectives and deliver on the expectations of our stakeholders

Monitor performance against goals and develop and execute strategies to address underperformance 

Partnering closely with key stakeholders to ensure the Global Partner Services team is represented in the ideation, design and execution of their objectives through intent delivery and operational readiness 

Setting and delivering on the specific strategic agenda for the Global Supplier Operations team

Owning high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design, and delivery

Build and manage strong, trusted relationships with supplier partners and stakeholders across the organization

Creating and delivering presentations to senior leadership. Guiding and influencing senior leadership discussions and decisions

Share insights and point of view on overall supplier performance to Footprint team to help shape future strategy

Identify new drivers of efficiency and continue to influence innovation and transformation in a complex dynamic environment

Provide input to key leadership in support of contract negotiations and renewals 

Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth.

Demonstrate strong people leadership skills.  Lead, mentor, and develop a diverse team of both exempt and non-exempt associates across multiple locations.

Recognize opportunities to optimize organizational structure and quickly implement well-managed strategies for maximum efficiencies 

As a people leader of ~3 direct reports, and leader of leaders (roughly 7-10 skip-level reports) and associates across multiple geographies, you will demonstrate a passion for guiding and supporting others to bring out the best in every team member

Collaborate with stakeholders to understand their operational needs, address concerns, and align Global Partner Services strategies with overall business objectives.

Ensure transparency into supplier performance with stakeholders through a well-defined management system and set of reporting tools.  Communicate action plans as necessary to address performance opportunities.

Consulting with stakeholders to understand complex problems and focus on bringing issues to resolution, horizontal influence, and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines.

Creating, establishing, and managing communications across teams to ensure optimal engagement of associates and leaders

Collaborate with cross-functional teams to identify opportunities for process improvement

Work closely with partners to evaluate relationships and gather feedback that can improve overall partnership.

Leadership- Influencing, challenging, and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management

Tech Fluency- The role does not require technical skills (e.g. coding) but you need to understand how to harness evolving technology to drive business outcomes. Further, you will be diving into problems with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building 

Curiosity- You have a curiosity to challenge the way things work and are capable of thinking outside of the box to develop and advocate for transformative solutions. 

Results Focus- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and believe in iterative delivery with a focus on results

Communication- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform, and influence outcomes. They know your priorities and why you are doing what you are doing

Analytical- Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders

Customer-Centric- You lead with human-centered design as the basis for decision making and influencing outcomes 

High School Diploma, GED, or Equivalent Certification

At least 5 years of Financial Services experience or Operations leadership experience

At least 5 years of People Leadership experience

At least 5 years of Process Management or Project Management Experience

At least 5 years of experience leading Contact Center Operations

At least 5 years of experience partnering with Suppliers

At least 2 years of experience using Google Suite or Microsoft Office

At least 3 years of experience with Risk Management  

Bachelor's Degree or military experience

8+ years of experience leading Contact Center Operations

6+ years of experience leading business process or supplier operations and supplier relationships

PMP, Lean, Agile or Six Sigma certification

8+ years of financial services experience

10+ years of people leadership experience

8+ years of operations leadership experience

8+ years of process or project management experience

5+ years of experience with risk management or compliance

3+ years of experience leading cross-functional teams within an organization