The primary focus of the Director of Operations is to ensure all areas of the MNC eTIME organization have the proper tools, access, and processes to properly market, sell, implement, service and support the Global TLM clients. The Domain Office Leader is to ensure that the Domain Associates are thought leaders in their disciplines and are aligned to the ADP initiatives. This includes organizational readiness, proactive initiatives and industry leading best practices.
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The Domain Office Leader manages and directs Business transformation activities and initiatives within MNC eTIME business through direct feedback and partnership with Sales, Finance, Product, Strategy, Marketing, Operations, Service and Implementation organizations regarding clients' and prospects' feedback. Uses quantitative/statistical process modeling and simulation techniques & tools to improve Quality, Client experience, and lower Costs and Cycle time. Create forecasting models to predict future process/system performance based on changes implemented. Analyzes voice-of-customer metrics (NPS, Case statistics etc.), Financial Data (Revenue and expense items), Marketing/Sales data (value prop, positioning, product features etc.) to assess internal effectiveness in delivering services/technology to the market and identify opportunities.
The Domain Office Leader establishes acceptable and realistic success and performance criteria and metrics with functional and business line inputs. Utilizes these metrics to deduce critical areas of improvement for delivering World Class Services and profitability for the business units. Prepares and distributes regular scorecards and other reporting as needed focusing on quality, process KPIs, project or initiative status. Develops, plans, recommends and executes initiatives that have significant impact to achieve ultimate effectiveness. Leads analyses and engineering of service delivery models on new products/features or tools, processes, and staffing models, workforce planning, including global shoring initiatives. Supports Service & Operations in their readiness to accept process functions around the new services and support clients' needs.
RESPONSIBILITIES:
Responsible for directing and overseeing the daily operation of Domain Office teams for the MNC eTIME Organization, including leading all aspects of the core and international business. Drives and defines organizational goals and objectives including forecast, budget and staffing. Proven history of driving revenue.
Responsible for talent development of managers and associates including providing mentoring, guidance, performance counseling, and corrective action on a regular basis. Provides formalized feedback through the annual review process and develops individualized development plans.
Developing organization to the Standards and Measurements team as well as ensuring engagement and knowledge sharing across all Implementation functions. Develops and maintains a robust service catalog that includes SLA commitments. Manages the peer review and internal governance processes. Accountable for the standards and measurements of all product roadmaps.
Strong focus on creating, developing and increasing bench strength through leadership development, knowledge, skill building, and succession planning. Collaborates, participates, and promotes organizational development and leadership alignment.
QUALIFICATIONS:
1.
Education:
Bachelor's Degree Required. Major or concentration in Business Administration, Finance, HR preferred.
2.
Experience:
Ten plus years of experience and knowledge of industry leading practices in the disciplines of Human Capital Management. (Payroll, Human Resources, Time, Benefits, Recruiting and Talent Management).
Experience in workforce or capacity planning in service delivery organizations.
Management Experience in matrix Organization and oversight of highly professional organization is required.
3.
Generic Skills:
Results Oriented: works to achieve the highest levels of personal and organizational performance in order to exceed business goals.
Client Focus: understands the perspective of the client and takes actions to integrate their needs.
Problem Analysis/ Resolution: Gathers information necessary to make decisions, anticipates, identifies, resolves problems in a timely manner; knows and uses available resources
Associate Management: Ensures his/her team maintains a work/life balance, provides coaching, mentoring and career development
Preferred Qualifications
Master's Degree Preferred
GPHR, SPHR, PHR, CPP, PMP Certifications Preferred
Industry Thought Leader in an area or equivalent experience.
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