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Coo - Head of Global Delivery France, Managing
il y a 2 semaines
Who we are looking for
A Managing Director who can own, manage and drive global delivery operations based in France
What you will be responsible for- Ensure effective operations day to day across GD and timely escalation and remediation of issues as they arise.- Implements adequate processes to ensure teams achieve internal and external SLAs and deliver on KPIs and reporting and ensures operations are properly staffed and positioned to deliver upon their commitments.- Implements consistent service delivery standards and technology aligned with global model to enhance client service effectiveness and efficiency and ensure high levels of client service.- Implements adequate oversight procedures and business controls to ensure that local operations operate in compliance with internal and external regulations and that escalation procedures are followed.- Reports as required to corporate and regional governance committees with appropriate, timely and relevant information- Acts as senior service delivery partner to the country head to ensure that global delivery organization is meeting SLAs, provides senior level service delivery engagement with clients and prospects.- Acts as senior local escalation point for client and service issues and brings all players together across GD to drive remediation.- Proactively engages in client solution initiatives and ensures new business opportunities are properly supported and executed.- Coordinates and supports risk reviews, client due diligence & audit requests-
- Supports Global Services with new business opportunities, from RFP to migration / onboarding- Informs fee discussions and negotiations driven by GS through client-driven data- Acts as escalation point for time-sensitive client inquiries, monitors / manages resolution (accuracy, timeliness, completeness), collaborates with internal teams for research and resolution, combines internal information to produce a comprehensive response to the client- Monitors delivery performance and drives resolution of issues and exception items, builds and monitors remediation plans as required- Drives transversal process improvements within own teams and looks for transversal improvement opportunities across delivery operations in other locations.- Uses insights available through client intelligence metrics to drive continuous improvement- Solutions issues and optimize people, processes, and technology to continually improve service delivery.- Contributes to account delivery plan and strategy, works with IS organization to drive operating model improvements, minimize manual processes and ensure optimization and standardization where possible
What we value
These skills will help you succeed in this role- Maintain a high level of industry knowledge and understand clients’ objectives- Proficiency in English (written and spoken), French and other languages are an asset- Initiative and proactive mind-set and self-motivated- Very effectively communication and interpersonal skills as well as willingness to network- Excellent presentation skills and ability to convey an idea/concept- Ability to create, establish and hold presentations as well as client meetings- Ensure that the highest level of the Code of Conduct is displayed in your own and staff behaviour.- Demonstrate Risk Excellence’ culture in day to day behaviour, establish and nurture a culture of ‘Risk Excellence’ within the team, encourage an environment of openness that welcomes effective challenge and supports open discussion.- Maintain a detailed understanding of the scope of the role’s managerial responsibilities as well as the competences and development needs of staff reporting to the role- Ensure that team has a clear understanding of their reporting lines, authority levels, scope of responsibilities (including those delegated to them and those they delegate), objectives, training and competency requirements- Develop effective working relationships and communications with staff and ensure that staff is motivated, developed and supported- Establish and monitor systems of control, delegated authority and escalation procedures so that the business complies with internal policies and external regulations and can be managed effectively- Establish and monitor an effective oversight framework to ensure that issues are appropriately identified, escalated and resolved, ensuring that appropriate management information is received, considered and challenged as appropriate at intervals proportionate to the risks and that staff members have clear understanding of the escalation path/principles- Establish and monitor an effective delegation framework to ensure that tasks are performed by staff members with appropriate capacity and authority level (based on knowledge, skills and competence).- Ensure that you make reasonable decisions by exercising reasonable care when considering information available to you. This includes taking proactive action to ensure that the informati
