Job
Description
What Your Responsibilities Will Be Scope: Oversee multiple layers of management covering diverse process areas, potentially across multiple locations. Manage a large team of 150+ including managers and individual contributors, ensuring engagement. Ambiguity: Independently set the vision and strategic direction for the HS Classification team, navigating through defining long-term strategies. Decide team structures and processes required to meet evolving needs and customer demands. Complexity: Manage complex operational challenges, escalations, and critical decisions, carefully balancing resources, opportunities, and sustainability. Address complex global compliance and regulatory requirements, identifying and mitigating long-term risks. Impact: Promote outcomes that influence organizational goals, customer satisfaction, and compliance excellence. Identify gaps, opportunities, and projects that inspire operational efficiencies, quality improvements, and cost optimization. Execution: Lead management projects, creating long-term mechanisms for continuous improvement, operational excellence, and audit capabilities. Lead plans such as platform transitions, product enhancements, capacity planning, and critical hiring, ensuring quality execution. Establish clear Indicators and conduct regular operational reviews, promoting a culture of accountability and continuous improvement. Develop and implement strategies for maintaining team cohesion and productivity across hybrid and remote work environments. What Youll Need to be Successful 8+ years experience, with direct leadership of managers, managing complex international BPO, back-office operations, or call center operations. Capability to manage large teams, leading through organizational change and. MBA or equivalent advanced degree. Certifications in Six Sigma, ITIL, or relevant areas are advantageous. Proficiency in MS Excel and other Microsoft Office applications. Flexible to support a 24/7 operational environment including night shifts.
