GF Director Regional Operations

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Job Description - GF Director Regional Operations

Position Summary:

The Director Regional Operations is a strategic and empowered role that leads a team responsible to drive operational and financial reliability and improvement throughout a region. This leader will work closely with Regional and Global support teams including Finance, Execution Effectiveness, Operations Excellence, Network Design, and IT, as well as the operations leaders in the other global regions. In doing so, they will ensure uniform process, system and tool adoption, performance analysis, and continuous improvement across a multitude of operational KPIs. This individual will share accountability, along with their regional network leadership, to the operating performance of the overall region.

Regional Accountabilities:

Responsibilities as assigned by Regional Vice President

Partner with network leadership in the goal setting, business planning and change management strategies in order to achieve desired operational outcomes

Shape and lead all operational centralization efforts (Ops Service Centers) in region through collaboration with GF Network Design corporate team

Partner with network leadership to drive optimal customer experience through operating discipline with focus on data integrity

Monitor and analyze regional operating performance against global KPIs, and develop/execute continuous improvement in partnership with network leadership

Leverage available analytics to identify operational deficiencies and inform solutions

Identify structural deviations and ensure ongoing alignment of financial and operating structures of their region to the broader global uniformity standard

Ensure regional adoption of operational tech features, tools, analytics and processes

Ensure regional adherence to any applicable operational Enterprise, Compliance and GF Operational policies

Identify regional operational talent deficits and partner with network leadership to address gaps

Collaborate with network leadership on operational hiring decisions for region

Cascade operating organizational or regional initiatives into their region and ensure comprehension and alignment as necessary

Global Accountabilities:

Active participation in the Global ROL Team and its collective efforts to improve our operational quality and efficiency, and customer and employee experiences

Communicate monthly to Global Operations leadership the regional KPI performance, tech and process adoption, and ongoing improvement initiatives

Ensure regional participation in the dialogue and development of our operational IT roadmap

Represent your region in the development and leveraging of global centralization efforts within the BPO organization

In-country/region oversight accountability for any Global BPO centers in their region and contribute to the success through efforts such as training, performance quality, and leadership support

Shape and lead all operational onboarding and training programs in region through collaboration with GF corporate Training Team and network leadership

Support Global Project Management Team initiatives through management and facilitation of any associated regional project requirements and/or deliverables

Escalate high risk or material operational or policy/compliance concerns identified by your team

Monitor and escalate any regional regulatory changes effecting our operations

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