Transcom

Essential Duties & Responsibilities:

Efficiencies

• Ensures overall revenue per employee contributions are in line with or exceed TRANSCOM goals
• Ensures revenue contribution is measured for every direct individual and direct employee leader at every level. 
• Implement effective performance management procedures at individual and team levels to address areas of weakness.
• Ensures efficiencies are accurately measured and reported.
• Ensures efficiency results are reported and reviewed on a 24-hour basis.
• Identify issues at the earliest possible stage and escalate forecasted issues immediately with a summary of expected impact and actions taken to address

Organization

• Implementing/maintaining a standard TRANSCOM organization structure and reporting any anomalies with justifications. Seek approval from Executives for any non-standard appointments. 
• Taking client needs and commercial contributions into account for organization plans and making sure that client objectives are met through appropriate appointments and organizational design.

Client Relations

• Initiate regular and proactive contact with clients
• Proactively seek to increase client revenue
• Seeks to introduce deep dependencies and mutually beneficial client relationships.

Commercials

• Prepares meticulously for commercial negotiations in advance and ensures TRANSCOM risks and profit objectives are covered.
• Ensures revenue streams cover committed costs wherever possible.
• Ensures profitability is properly calculated prior to agreement and all costs (including capital investments) are accounted for.
• Develops agreements that incentivize client improvements in return for higher margins.
• Ensures all agreements are profitable and takes account of “end of contract” exposures.
• Ensures minimum demand forecasting risks are taken by TRANSCOM and are manageable with appropriate commercial remedies.

Business Planning 

• Develop and deliver accurate budgets and forecasts within defined corporate time scales.
• Ensures that demand forecasting is as accurate as possible and that the resource deployed is matched effectively to demand.
• Considers employee impact of resource scheduling and avoids anti-social and undesirable shift patterns.
• Implements TRANSCOM standard practices.
• Uses technology and innovation to ensure demand spikes are managed as effectively as possible.
• Measures and reports on customer experience in accordance with client’s objectives.

Business Development

• Ensures all staff acts as ambassadors and salesmen/women of the company at all times. 
• Ensures excellent and effective pre-sales support.
• Always meet or exceed commitments made to clients.
• Ensures efficient sales activity seeking to obtain TRANSCOM benefits whenever possible.
• Ensures that brand identity is accurately represented. 

Process and Integrity

• Ensures that TRANSCOM standard procedures are implemented and complied with at all times.
• Ensures that all revenues and costs are effectively tracked and properly accounted for.
• Continuously reviews procedures and implements improvements.

Culture

• Creates an open and energetic culture at every level in the organization. Leads by example and establishes recognition from employees as a supportive, strong, and credible leader
• Ensures that objectives are set for every member of the organization in line with TRANSCOM values and business goals
• Implements clear and objective recognition procedures at every level in line with TRANSCOM group policy
• Implements personal development plans and effective performance management procedures for all employees
• Ensures site security and appropriate welfare and protection of employees
• Ensures a high level of morale and a sense of loyalty to TRANSCOM in each individual 
• Implementing motivational activities such as team competitions and reward schemes

What we are looking for:

To be successful in this role you must…

• Hold a university degree or equivalent higher qualification
• At least 5 years of Operations experience in a multi-site, multi-client, BPO environment.
• Minimum 2 years experience as an Operations Director (or equivalent) responsible for multiple clients ranging from small-medium (10-300FTE) to large (2000+ FTE)
• Strong sense of personal stake and urgency in day-to-day management.
• Ability to forge positive, objective relationships with Operations and Support teams.
• Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting and shifting priorities.
• Ability to foresee, dissect, and fix problems using a data-driven approach and common sense.
• Appetite for challenges; driving projects, improvement opportunities, maturity models 
• Effectiveness in articulating and persuading different levels in the organization. 
• Experience in creating compelling analyses, reports, and slides for executives. 
• Hands-on experience in Operations of medium to large size clients.
• Must demonstrate a perceptive, thorough, and decisive approach to problem-solving.
• Must be diplomatic and enterprising in resolving conflicts and disagreements.
• Ability to work independently and closely with the assigned campaigns.
• Resilient optimism and a positive attitude are desired.
• Ability to motivate, retain, and attract talent.
• Flexible with extending shifts when needed.

What's in it for YOU