Drive market performance, customer experience, and operational excellence. This role serves as a strategic architect, overseeing leadership development, resource management, and the integration of AI-driven tools to ensure a future-ready, high-accountability culture.
Core Responsibilities
- Performance & Governance: Own all market KPIs (Quality, NPS, Revenue). Lead structured daily/weekly cadences to identify risks and implement systemic interventions.
- Leadership Development: Upskill Team Managers through coach-the-coach sessions and observational assessments. Manage succession planning and talent reviews.
- Operational Delivery: Partner with WFM, QA, and IT to remove blockers. Ensure staffing levels and workflows align with global standards and forecasting.
- Continuous Improvement: Drive Root Cause Analysis (RCA) to eliminate process defects and standardize workflows across all teams.
- Customer Experience: Monitor VOC and NPS trends to address service pain points and reinforce resolution excellence.
- Digital & AI Integration: Adopt AI-driven dashboards and predictive analytics to enhance coaching, oversight, and data-enabled decision-making.
- Stakeholder Management: Represent operations in cross-functional global initiatives, influencing product, process, and compliance decisions.
- Compliance & Administration: Approve incentive budgets and operational expenses while ensuring adherence to audit and policy frameworks.
