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Vice President, Global Operations

Company: Altair Global
Location: Walnut Creek
Posted on: September 22, 2022

Job Description:

DescriptionPOSITION SUMMARY:The Vice President, Global Operations is accountable for successful service delivery to client accounts and to enhance the client and customer experience while maximizing revenue generation and profitability. This role also serves as a subject matter expert pertinent to global operations both internally and externally, while partnering with other departments to ensure a successful client engagement service delivery model; and working closely with the Operational Excellence department to identify ways to create efficiencies and effective procedures within Operations to improve overall service delivery. This role serves as a key people leader with responsibility for contributing to building and supporting a culture of inclusion and high team member engagement.JOB RESPONSIBILITIES:

  • Manage daily operations including caseload and analytics while providing leadership on task and performance management
  • Communicate with clients on a variety of operational matters
  • Work collaboratively and proactively within a cross-functional team environment to utilize appropriate resources and resolve customer & client issues in a timely and effective manner
  • Monitor operation teams' compliance with internal processes and procedures including meeting established Experience Management dashboard scores and driving high quality data integrity
  • Oversee Experience Management feedback process to improve the customer and client experience by resolving customer issues timely, identifying opportunities for improvement with internal teams and partnering with Client Services to recommend enhancements to client programs
  • Contribute to hiring, retention, and professional development of team members
  • Partner with Operations Managers to strengthen teams' consistency, processes, functionality, and efficiencies
  • Communicate and partner with Client Services on timely solutions and service recovery
  • Collaborate with Supplier Partners to build strong relationships, resolve customer and client issues, enhance the customer experience, support team member training, and maximize revenue generation
  • Review and analyze reports (e.g., financial, quality, annual) and communicate client reporting needs effectively to Altair reporting department.
  • Seek cross-selling advantages of additional Altair products and revenue generation in partnership with Client Services
  • Participate as needed in the acquisition of new clients including acting as a subject matter expert, assisting in creating and delivering presentations, and referring new business opportunities as appropriate
  • Recommend and advise on client policy updates/revisions to improve a client's program and ensure the success of their relocating employees' experiencesEDUCATION:Bachelor's Degree or the equivalent combination of experience, skills and education requiredTRAINING and EXPERIENCE:
    • 10+ years successfully managing global service teams or in positions of increasing responsibilities within the relocation or consulting industries, or in global organizations with a defined relocation program
    • Comprehensive knowledge of global relocation from an operational standpoint
    • Broad understanding of global cultures and customs
    • Strong knowledge of various software packages including but not limited to Microsoft Office programs
    • Communicate effectively at all levels within organizations, both verbally and in writingTeam members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.Your full LinkedIn profile
      will be shared. Learn More

Keywords: Altair Global, Walnut Creek , Vice President, Global Operations, Executive , Walnut Creek, California

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