You will already be a proven and inspirational senior leader from an Outsourcing and Professional Services background: You’re able to drive & motivate large teams to deliver exceptional services by collaborating. You also have the courage to risk new ways of working, to see the world the way our customers do. Above all, we’re looking for a creative, proactive problem-solver like you, who can recognize opportunities and act on them swiftly.
1. Drive continuous performance improvements, based on ‘lean methodology’ (e.g. 6sigma) and through improved end-to-end process design and management of transformation and operations, based on fit-for purpose technology platforms and information systems.
2. Ensure that the organization is structured optimally to deliver cost-efficient and effective services to customers by identifying and addressing opportunities and risks of current delivery processes (within people, process and technology elements) as well as being based on external market knowledge and trends.
3. Build synergies across the EMEA Operations organisation by optimisation of services models and locations, locally and cross-border, the set-up of centers of excellence, the use of (strategic) business partners and the integration of acquired (M&A) capabilities across EMEA.
4. Set-up and execute BIS EMEA Operations governance process for contract- and delivery management.
5. Set target and execute upsell on (large) existing accounts through facilitating these accounts in the NSOs and continuous monitoring of progress based on customer account growth- and efficiency plans.
6. Re-evaluate and innovate main drivers of ‘costs of delivery’ (people component) and consider e.g. (selected) 3rd party services outsourcing or strategic temp-staff partnerships.
7. Act as a strong and respected counterpart for the Sales- and Implement Teams in all relevant customers - engagements concerning ‘keeps/wins/grows’ across EMEA.
8. Pro-actively manage the performance of each team member within the discipline of Operations (centrally and decentral) through coaching, mentoring and structured performance management processes. Ensure training and development activities support both current and future requirements.
Required Skills and Qualifications
To really thrive in this role, you’ll need:
• Demonstrated Continuous Improvement and Business Transformation experience based on Lean Methodologies e.g. Six Sigma
• Strong evidence of achieving Operational Excellence, with proven senior leadership roles on complex multi-site “Transition-to-Operation” (TTO) projects or similar.
• A very clear focus on driving Governance, Customer Satisfaction and P&L metrics – with a proactive “get things done” attitude.
• Experience of negotiating SLA/OLA agreements in complex outsourced or services environments.
• Detailed knowledge of the outsourcing services industry across EMEA and variety of business- and delivery models
• Strong skills in strategic and quantitative analysis, project management, coupled with strong communication, interpersonal and negotiation skills in order to gain trust, negotiate business objectives and work directly with a broad group of senior executives throughout the company.
• A demonstrated ability to work cross-functionally, manage teams and supervise outside professionals.
• Able to work independently and have effective time management skills. Must be able to prioritize daily, weekly and monthly tasks and possess a “sense of urgency” to ensure deadlines are met.
• The ability to discover and realize innovation in structures and approaches to deliver (profitable) results within a rapidly changing environment with strong strategic thinking, a proven record in execution and a high degree of initiative and motivation.
• Willingness to travel regularly in EMEA
Above all else, you’ll aspire to a culture of exceptional service, always putting our customer and our people at the centre of everything we do.
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