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Senior Director of Commercial Operations
2 months ago
Job Title: Senior Director of Commercial Operations
Job Summary:
We are seeking an experienced Senior Director of Commercial Operations to lead our commercial services team in the UK and Ireland. The successful candidate will be responsible for managing workload, forecasting work bookings, and resource planning to optimize operational efficiency across the region.
Key Responsibilities:
- Oversee client services and support functions to ensure they meet agreed-upon KPIs for both external and internal clients.
- Manage planning and forecasting for the UK Assessment Business, collaborating closely with the operational leadership team to ensure optimal levels of Client Managers and external resources.
- Handle resource planning and booking of assessment work to meet budget targets.
- Proactively manage the team to achieve delivery targets and uphold compliance with operational and administrative procedures and service agreements.
- Set and review KPIs for the team and oversee annual incentive program.
- Monitor customer satisfaction, enhancing client experience and promptly address any client issues or queries in the management of the client's survey activity for the UK business.
- Lead efforts in attrition management and process improvements across all business channels.
Requirements:
- Demonstrable leadership experience with a strong operational and contact centre background managing a collaborative team.
- Commercial experience with the ability to focus on current and future strategic priorities in line with the business goals and objectives.
- Ability to coach, train and develop talented individuals as well as address poor performance in a professional manner.
About BSI:
BSI is a global business improvement company that helps organizations become more sustainable and resilient. We offer a range of services, including development, auditing, certification, and training, as well as innovative software solutions and cyber security expertise. Our goal is to create a sense of belonging for all employees and provide opportunities for development and growth.
