Sirva is now seeking applications for the Director, Business Operations role supporting our customer experience teams in Bengaluru, India and Manila, Philippines. This role is suited to candidates with a strong leadership background in the customer service industries.

This role is available to candidates in Bengaluru or Manila and will require flexible approach to working afternoon to evening hours of work Monday to Friday being a global supporting department.

As a Director, Business Operations, you will contribute to the company’s success by being responsible for the oversight of various customer service shared services teams. The role carries responsibility for elevated levels of customer service, analytical evaluation, metric reporting, capacity modeling, and collaborating with partner teams in multiple locations across the globe.

Some duties include but are not limited to;

• Monitor the successful service delivery of Sirva services within the defined service level agreement (SLA). At times you will address escalations with resolutions or provide clarity on interpretation of agreement deliverables.
• Provide technical, accounting and auditing support in complex areas as required.
• Implement practical and creative solutions to complex problems, fully addressing systems, rules, procedures, quality, controls, and metrics.
• Implement omnichannel technology, in line with the requirements of the functions in the experience center by collaborating with Information Technology and other stakeholders.
• Lead the team to complete process analysis, design/redesign of processes to ensure that they are customer and client focused, consistent, effective, and efficient and in compliance with company standards.
• Develop and implement operations metrics and reporting to assess and monitor implementation efficiency and performance results.
• Collaborates with and supports other organizational Directors and Shared Services to ensure best practices are shared, staffing requirements are met, and overall organizational goals and profitability targets are achieved.
• Undertake financial & special project work as a senior leader of the function including volume & resourcing analysis, cost assessments & budgeting.
• Drive employee performance & development activities. This includes goal setting, appraisals and creating a positive culture for continual improvement.

As our preferred candidate you will already demonstrate the leadership qualities aligned to the Sirva values & vision. Your leadership style will shine in a customer centric department and motivate exemplary service delivery of your team.

You will be able to handle escalations and enquiries from our clients, providing resolutions to an appropriate outcome within the SLA scope. You naturally use metric data (such as data and survey scores) to support decisions in decisions regarding process & system improvement and employee performance.

This role requires a candidate who has experience in ongoing project work & SOP reviews. You will show proven experience to collaborate with other leaders in the business for overall function & company success.

Some skills/attributes required for the role;

• Minimum of 10 years of People leadership of direct and indirect reports with a large organization
• University degree required.
• International experience a plus.
• Experience in Omnichannel communication environment.
• The company does business in English as the primary language, but multilingual capabilities (French, Russian, Japanese, Italian, Spanish, Mandarin) – written and verbal – is a plus.
• Experience in process and \ or project management
• Strong Business and financial acumen; P & L statements and budgets.
• Ability to work with minimal direction, be organized, and can prioritize commitments and projects.
• Demonstrated ability to lead and motivate an organization in support of operational goals.
• Outstanding communication, presentation, critical thinking skills and responsive to inquiries/requests.
• Excellent collaboration and relationship building skills.
• Flexibility to work outside normal business hours to attend global meetings.
• Some travel may be required.

Apply Now!

All applications must be submitted by close of business Friday, 27th October 2023 with a resume/CV & supporting cover letter specifying your motivation to apply, your achievements within your current role & what you feel you can offer the position.