Manager, Global Services

Overview:

Managers the centralized administrative support teams, including audit, data entry, reception, general administrative, project, and other administrative teams whose duties range from general administrative assistance to providing support on client related activities. Actively participates in the creation and execution of administrative support operations and strategies in order to support innovation, continuous improvement and future growth of the company. Serve as a subject matter expert and key business partner to internal clients and key stakeholders on all administrative related matters and creates operational efficiencies in providing administrative support services across all areas of responsibility.

Responsibilities:

What we are Looking for:

• 12+ Years of experience in Operations
• Established track record of successfully driving transformation and process enhancement initiatives
• Bachelor's Degree - Required
• Master's Degree Preferred
• 5+ years of relevant experience in a manager role-Required
• good people management experience
• Who can lead Global Services Supervisors, Process Lead, Specialist (FTEs)
• Directly manage and support 3 to 4 Direct reports and Process Leads while overseeing 100+ frontline employees.

Responsibilities:

• Leads the Global Services team to ensure effective and efficient service delivery. Partners with Sr Manager to develop and execute strategies, programs, and processes for delivering a superior internal support experience. Collaborates with other managers within the Global Services organization in support of efficient and well-coordinated service delivery.
• Drives strategic transformation across Global Services by pinpointing operational inefficiencies, championing automation solutions, and steering comprehensive change management initiatives.
• Ensures outstanding service delivery to all supported clients by building and maintaining effective internal client relationships; manages virtual relationships across multiple office locations and organizations including a variety of key stakeholders. Proactively communicate issues, challenges, and solutions upwards to ensure successful service delivery and relationship management.
• Promotes the highest standards for staff performance and service delivery. Develops a strong, cohesive, well-informed, multi-skilled and well-trained team. Manages all staff in a manner that builds mutual trust and respect, high motivation, personal accountability and team participation.
• Recruits, selects, hires, and develops high performing talent. Evaluates performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources. Creates proactive strategies that result in a work environment and culture that drives high overall performance, stable employee retention and high employee engagement. Drives team member performance management process including goal setting, check-ins, and regular review processes; work collaboratively with Global Services Supervisors and Human Resources partners on performance management issues.
• Possesses solid understanding of the support services provided, ensuring staff have the ability to complete tasks effectively. Understands and analyzes strategic business requirements to identify solutions and improvements to the overall Global Services organization. Proactively reviews and introduces effective standardized working practices ensuring a consistent approach to services across groups e.g., in audit, project, reception, etc. Works with Centralized Global Services Supervisors and Global Services staff to challenge ineffective work practices and implement best practice standards. Acts as a catalyst for change and directs efforts to provide key support to field service providers so they are positioned to serve and retain clients for life.
• Participate in cross-organization projects as required.
• Other duties as assigned to support the overall function of the organization

Qualifications:

Qualifications:

• Bachelor's degree in business administration, Operations Management, or a related field - Required
• Master's degree - Preferred
• Established track record of successfully driving transformation and process enhancement initiatives
• 12 + years of experience years of experience in operations management, with proven expertise in leading large teams and supervising multiple leaders-Required
• 5+ years of relevant experience in a manager role-Required

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