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International SOS
,
London, Greater London
Head of Regional Operations - Contact Centre
Overview
Job Description
Company Description The International SOS Group of Companies is in the business of saving lives, protecting your global workforce from health and security threats. Wherever you are, we deliver customised health, security risk management and wellbeing solutions to fuel your growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Job Description We have an exciting new role for a Head of Service Delivery, to join our team based in Chiswick Business Park, West London. You will be required to lead, coordinate and drive the overall performance of our biggest government contract which is for the US Military service . Key duties will include managing the operational delivery, ensuring KPIs are met and/or exceeded, costs are managed to budget and our people performance management and talent agendas are championed across our regional teams. Transformation and change management experience are essential as we drive operational excellence through change. You will be working closely with our colleagues in the Eurasia Africa Management team to ensure contractual service delivery; proactively identify problem areas and issues and work to resolution satisfactory to the client and International SOS. Some travel will be required. As well as having a passion for operational excellence, you will be a driver of change. Strong influencing and leadership skills are essential along with experience of managing regional centres in a multi-matrixed environment. Previous experience of omni-channels and strong experience of contact centres or shared service background are essential. Qualifications * Transformation and Change Management experience * Customer Service, Administrative Operations, Healthcare Administration * Track record of successful leadership of a substantive department/s (minimum 80-100 staff under their control) * Track record of quality/business process improvement. * Customer service orientation built in a financial services, pensions administration, healthcare administration environment with a strong technical component * Substantive Contact Centre experience * Implemented Change Management programs Comfortable with IT * Comfortable with technical policy detail and demonstrable strength and experience in translating policy into cost effective operational processes Additional Information Diversity & Collaboration * Our company brings together remarkable people and enables them to be themselves. * At International SOS, we offer a great working environment, thanks to our commitment to flexible working environment, diversity and development. * We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an environment of inclusion and equal support. * Our success is the result of diverse ideas, skills and cross cultural understanding. International SOS has been recognised as a Top Employer in the UK by the Top Employer's Institute (TEI) for 2019 Qualifications: Transformation and Change Management experience Customer Service, Administrative Operations, Healthcare Administration Track record of successful leadership of a substantive department/s (minimum 80-100 staff under their control) Track record of quality/business process improvement. Customer service orientation built in a financial services, pensions administration, healthcare administration environment with a strong technical component Substantive Contact Centre experience Implemented Change Management programs Comfortable with IT Comfortable with technical policy detail and demonstrable strength and experience in translating policy into cost effective operational processes Responsibilities: We have an exciting new role for a Head of Service Delivery, to join our team based in Chiswick Business Park, West London. You will be required to lead, coordinate and drive the overall performance of our biggest government contract which is for the US Military service . Key duties will include managing the operational delivery, ensuring KPIs are met and/or exceeded, costs are managed to budget and our people performance management and talent agendas are championed across our regional teams. Transformation and change management experience are essential as we drive operational excellence through change. You will be working closely with our colleagues in the Eurasia Africa Management team to ensure contractual service delivery; proactively identify problem areas and issues and work to resolution satisfactory to the client and International SOS. Some travel will be required. As well as having a passion for operational excellence, you will be a driver of change. Strong influencing and leadership skills are essential along with experience of managing regional centres in a multi-matrixed environment. Previous experience of omni-channels and strong experience of contact centres or shared service background are essential.