The Senior Manager / Head of Business support services role is a newly created, standalone position with the responsibility for evolving the operating model of Avencia to one of embedding operational, performance, and commercial optimization. You will inherit 6 heads in the team with plans to increase headcount in Business Support Services.

Reporting into the Group Solutions Director, you’ll take a lead role in implementing RPO and MSP solutions and in collaboration with Client Services, evaluating the ongoing performance of client programs following the transition into BAU. As Head of Business Support Services you will take leadership responsibility for service delivery to internal customers (primarily Client Services as well as Direct Resourcing Teams). This will involve working closely with functional subject matter experts across Avencia Business Support Services and Oliver James Global Operations / Shared Services to design, implement, embed, monitor and enhance business operational processes.

You’ll lead the investigation, analysis, design and review of people, system and process interfaces for end-to-end RPO and MSP programs. Functions in-scope of your remit include:

(1) Client Services (Account Management and Service Delivery); (2) Collections and Allocations; (3) Contractor Operations (Compliance and Onboarding); (4) Contractor Payroll; (5)  Data & Insights (OJ Group); (6) Direct Delivery (Avencia Resourcing); (7) Invoicing; (8) Lega; (8) BI & Analytics (Avencia – Business Support Services); (9) Purchase Ledger; (10) Supply Chain; (11) Technology Services

• Lead the business analysis and project management of internal and external projects with multiple stakeholders, business functions and inter-related systems.
• Line Management of Business Support Services with overall responsibility for the operational services Avencia provides to Client Services, Direct Delivery, and our Clients.
• Using existing resource and datasets develop and embed and MI/BI roadmap which elevates Avencia to a point difference with our clients.
• Raise the bar on quality of documentation that is produced across Avencia both for internal and external consumption – the principle of ‘exec ready’.
• Evaluate the need for changes to business process and build collaborative relationships to make it happen. Ensuring agreed processes, roles and responsibilities documented, understood, embedded and reinforced.
• Design, own and execute system roadmaps and budget for future system enhancement needs.
• Contractual and commercial responsibility for third-party system providers.
• Accountable for new service implementations and other BSS led projects.

• You’ll have deep experience of data, business processes analysis and systems in an RPO and MSP setting.
• You’ll plan effectively in advance, without being fazed if tomorrow doesn’t look like today.
• You’ll spot opportunities to improve process and approach, and make it happen.
• Through articulate and tactful verbal and written communication. Including flowing down Avencia’s strategic and operational goals to the business to build a sense of unity and purpose.
• Through an ability to translate detailed and complex data and processes into understandable conclusions.
• Through being self-motivated and able to understand the user experience from their perspective.
• Developing a roadmap for business support services that keeps our business moving and unlocks commercial opportunity.
• Lead direct and matrixed (indirect) teams knowing when to coach, direct, manage and praise.
• Bachelor’s degree and experience in an RPO/MSP environment is essential.
• The role will be based in London and at home with the requirement to travel to Manchester on a moderately frequent basis.