Service Delivery Ops Lead Manager with English Lisboa

Service Delivery Ops Lead Manager with English
Lisboa
Lisboa, Lisboa, Portugal

Responsibilities:

1. Overseeing the complete Quality, Training & Policy (QTP) strategy and implementation across locations.
2. Responsible for the performance of the QTP Teams across sites & regions.
3. Define and execute on standard documentation strategy for QTP function ensuring qualitative and quantitative metrics (as agreed with Client) are defined for the success of each function.
4. Focus on improving efficiency, productivity, and consistency targets.
5. Define and execute measurement strategies for functional scorecards within Service Provider site.
6. Coordinate with QTP and operations teams across multiple sites to ensure processes meet business outcomes.
7. Manage and coordinate
   - site projects and initiatives, providing reports to senior leadership and clients.
8. Communicate critical feedback and best practices from all regions to site delivery teams.
9. Enable change management execution for routine changes across multiple regions within their specific Service Provider.
10. Improve, align, and maintain processes across functional skills of quality, training and policy center of excellence across multiple regions within their specific Service Provider.
11. Monitor performance through metric review and statistical inference to drive improvement.
12. Provide recommendations to Client for
    - engineering existing processes which are broken or not delivering results for scaled review.
13. Orchestrate
    - functional role within Service Provider sites to aid business metric achievement.

Minimum Requirements:

1. 10 years of experience in quality, learning change management functions within an operations setting.
2. 10 years of people management experience in leading teams.
3. Experience identifying and implementing process improvement opportunities within enabling functions to drive business outcomes.
4. Experience managing and growing global teams, while keeping pace with changing policies and standards.
5. Experience working across a global multicultural and multilingual team, tackling problems and designing business solutions.
6. Experience in any process improvement framework or process maturity models in design and execution.
7. Experience communicating with, influencing, and presenting to a variety of audiences, including global
   - functional leaders.