Davies Group, a global operations, consulting and technology provider to the insurance and banking industries, are undertaking a programme reviewing the location of work across their global footprint.

Core to this programme, we need an experienced Operations Director to head up the development of our offshore shared services centre.  Working to define the offshore centre requirements, hire and manage the right team, and interfacing with our onshore teams to implement and manage processes to successfully migrate and manage work, this role is key to our success.

• Lead the set-up of the new offshoring centre, ensuring alignment with the Group’s strategic objectives.
• Develop the overall vision, strategy, and operational plans for the offshoring centre and its scaling, in collaboration with key stakeholders.
• Recruit, build, and lead a high-performing team to support the operations of the offshoring centre through smaller delivery organizations.
• Lead vendor selection and collaboration with external partners supporting the centre development as required.
• Develop and execute a comprehensive plan, including elements of Real Estate, Finance and Legal
• Establish and implement efficient and effective processes, workflows, and systems to optimize productivity and quality, in collaboration with key stakeholders.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) to meet client and business requirements.
• Manage relationships with clients and stakeholders, ensuring effective communication and alignment on expectations.
• Monitor, report and escalate as necessary on the offshoring centre’s performance, providing regular updates and recommending improvements.
• Oversee implementation and maintenance of robust governance and compliance frameworks, including data protection and security measures.
• Stay updated on industry trends and best practices in offshoring and outsourcing to drive continuous improvement.

• Proven experience in setting up, stabilizing, operating and scaling offshoring or outsourcing centres, with experience in handling large operational teams.
• Experience in building and managing diverse teams, fostering a collaborative and inclusive work culture.
• Experience in managing budgets and financial performance.
• Demonstrated ability to develop and execute strategic plans and operational frameworks.
• Strong understanding of offshoring and outsourcing principles, processes, and best practices.
• Familiarity with data protection regulations and security measures in an offshoring environment.
• Knowledge of quality management methodologies and tools to drive continuous improvement.
• Proficiency in supporting definition and implementation of operational processes and workflows.
• Excellent project management and organizational skills, with the ability to prioritize tasks and meet deadlines.
• Strong leadership skills with the ability to inspire and motivate a team in a start-up environment.
• Strong stakeholder management skills, with the ability to establish and maintain effective relationships (both offshore and onshore)
• Excellent communication and presentation skills, with the ability to effectively communicate with clients, stakeholders, and team members.
• Ability to adapt to a fast-paced, evolving environment and handle ambiguity.
• International experience or familiarity with cross-cultural dynamics is advantageous.
• Experience in Insurance and Financial Services sectors is strongly preferred.