Regional Head of Operations

1 month ago

London, United Kingdom GLG Full time

The Regional Head of Operations is instrumental in ensuring consistent delivery and continuous improvement of GLG service to clients.

The role leads Service Success - driving productivity, performance and client experience through insight and action from diagnostic analysis of KPI's at business unit, team and individual level. Partnering with the front line teams, we use insight to target training and coaching, evaluating the success of these interventions. We run tests and experiments to enhance our performance and workflows, learning fast and adapting to create optimal experiences for our clients and team members. And the role partners with the Business Units to analyze productivity, and determine optimum capacity to meet our clients demands.

The role also leads People Success - defining and delivering training, learning and coaching. This spans onboarding, and also development of tenured team members to ensure we are always at the top of our game. The role holder uses insight and data to target coaching where it is most needed, and to evaluate and learn from the impact. The role also leads our talent strategy, defining role profiles and career pathways to attract, retain and grow the best talent.

Partnership Success is another key platform for the role. Partnering effectively and proactively with the Business Units to provide services that they need to achieve their client outcomes. This includes launching new tools and technology into the service environment, leading the teams that schedule interactions between our clients and our Expert Network and strategically recruiting new Experts that are most needed by our clients.

The Regional Ops Team currently consists of 36 people. This includes a Lead for Service Success with a team of 4 analytics experts currently being recruited and to be based in Gurugram India and People Success with a team of 4 Academy Trainers. There are also Leads for Project Support with a team of 16 Project Schedulers and 2 Team Leaders, Strategic Recruiting with a team currently of 2 Recruiters and a Lead for Service Strategy. An organization chart is appended.

In addition, the Regional Ops leader also:

- Partners with global initiative leaders (WorkFlow, Search and Discover, NM etc) and functions (product, tech etc) to 1) advocate EMEA requirements 2) offer pilots/tests of these initiatives in EMES 3) be the EMEA centre of knowledge for these initiatives and functions and 4) roll-out and train initiatives in EMEA. Acts as a point of contact in to the Region for central functions.
- Partners with the EMEA Leadership Team to define, manage and measure the success of our evolving Geo Strategy for service locations and new markets
- Acts as a an objective third party on performance (probation passing, PIP's etc)
- Review and identify opportunities for stronger sales/BD operations as well
- Plays a key role as 'chief of staff' for the EMEA Regional leader

**Responsibilities**
- Partner with the General Managers (GMs) to develop, implement, and enhance client service models, including geographic locations
- Create workflows and common architecture for the relevant service models, test, learn, evaluate and continuously seek to improve
- Manage cross-business unit resources. Partner with GMs to define and deliver capacity needs across all geo locations including London, Dublin, Barcelona, Munich, Dubai and Gurugram.
- Lead training and coaching with insight of trends and KPI's driving targeted interventions and measuring outcomes providing good fact-based challenging to the GM's/BU's across all locations.
- Partner with GMs & Leaders to identify, quantify, and prioritize technology needs to enhance client service and performance. Implement new tools and technology and embed cultural change to ensure optimal adoption and client experience.
- Execute tests and evaluate results to drive continuous improvement in workflows
- Define, measure and evaluate segment KPIs to target coaching and training and drive continuous improvement across all locations.
- Partner with GMs, Leaders, and HR to define career paths and succession planning
- Partner with GMs and Leaders to evaluate performance, identify trends and gaps. Define and address root causes of issues and opportunities causes of any gaps)

**Required Experience**
- Experience Managing complex client relationships and servicing
- Demonstrated success in directly leading client solutions and/or operations teams with proven track record of delivering results
- Proactive Problem-Solving skills
- Proven experience of a unique blend of thinking, analysing and doing

**Required Leadership Attributes**
- Leads collaboration across segments, functions and regions
- Inspirational People Leader
- Proactively coaches and develops team members
- Culturally aware - can work across offices, time zones, nationalities, etc. Flexible in working non traditional time zones
- Ability to balance appropriately between proactivity and reactivity

**Required

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