Operations Manager, EMEA

Transaction Network Services, Inc ,
Manchester, Greater Manchester
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Overview

Job Description

The Operations Manager (OM) owns the Operations function at ADVAM for EMEA. The OM will oversee the effective delivery and support of all technology services, product, and software to ADVAM's clients within the EMEA region. The OM is responsible for ensuring seamless operation of ADVAM technology and solutions to support our business strategy. The OM must have an excellent combination of both business and technical skills in order to successfully manage the delivery and support of the technical aspects of the business strategy. The OM is also required to remain innovative in the delivery of solutions, which are customer driven and stay abreast of key industry trends. The OM is responsible for managing customer engagement with respect to delivery and support of ADVAM's solutions. This means there is a strong customer facing expectation of the role for delivery, service assurance and incident management. In addition, the OM will be involved in managing and influencing the relationships with key suppliers for ADVAM. Operations Management: Work closely with the Regional Managing Director as part of the EMEA Leadership team to ensure operational alignment to the overall regional strategy Work in conjunction with the Operations Manager - Global, to deliver the Operations Strategy and ensure regional alignment to global policies and processes Ensure the overall customer delivery requirements are delivered, whilst improving internal systems, processes and structures. Responsible for the Level 1, Level 2 and Service Fulfillment Teams. Develop and monitor department budgets and forecasts. Establish key performance indicators Mentor staff members in order to assist them in cultivating their skills. Establish training, short and long-term goals. Interview, hire, and train employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving issues. Manage and deliver to operational budget; responsible for the P&L assigned to the OM team. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors work to ensure quality. Technology: Utilise and develop technology and teams to deliver quality outcomes Contributes to the technology strategy in conjunction with the ADVAM leadership team to ensure growth objectives are met. Assists in the definition of standards, policies, procedures, measures, and organizational enhancements to meet company goals for the Products & Technology Research and evaluate third party software technology to ensure efficiency, quality. Plan and implement strategies for the availability, capability, security and continuity of technology systems. Customer: Delivers strong customer experience Develops channel partner and supplier relationships to enhance customer outcomes in line with ADVAM strategy. Act as escalation point for customer with operational business. Take ownership for customer experience in interfacing with ADVAM's operational and delivery teams Ensure satisfactory and timely resolution of incidents, including creating Post Incident Reviews (PIR) and communicating these remotely and in-person with key customers. Be a customer advocate within operational and delivery business. Manage customer outcomes in line with commercial objectives of business. Required Knowledge, Skills & Abilities: Technical: Extensive operational experience in a development and integration specialized business in the IT / Payments space. Has sound knowledge of application development Has proven experience in designing, implementing and managing infrastructure. Has experience is managing technology supply chain. Has solid experience in matters of security. Has demonstrated capability in developing and managing an IT team. Experienced planning, leading and executing the delivery to timeframes and project plans. Detailed understanding of the preparation of budgets, cost control and general financial matters. Skilled in the presentation of technical information to audiences at a variety of levels of interest and concern. Managerial: Drive and organizational skills to plan, document, manage and deliver to customer expectations, utilizing the organisational resources. Experience in the use and management of external / outsourced services for the delivery of solutions. Ability to develop and implement strategic technology plans, both application & infrastructure and align to broader business strategy. Ability to meet and deliver aggressive targets. Experience in leading multi-site and/or remote teams. Human Relations: Experienced in conducting negotiations. Skilled in communicating with people at all levels and building relationsh

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