Senior Director of Operations

Americas, Asia Pacific, Europe, Middle East & Africa

June 7, 2022

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To join a superb, passionate people team – leadership and functionally, to get into the detail of and evolve best in class customer and supplier operations processes and teams, to deliver WebBeds’ business objectives. A member of the WebBeds Senior Leadership team (SLT), you will live and breathe business excellence, teamwork and trust in all that you do. Being a nimble team player, a change management leader who takes everyone on the journey, and the expert in operations process definition and people performance management.

Our Senior Director of Operations will be responsible for the management of WebBeds’ global Customer and Supplier Support functions and operational processes. The role will have overall operational responsibility for the end-to-end journey for our customers and suppliers. The role offers the unique remit of having ownership of operational functions on the end-to-end Customer and Supplier journey, allowing the role to drive efficiency within our organisation, providing a world class service to our Customers and Suppliers.

This is a newly created role that requires a proficient leader who has the experience and acumen in designing and leading successful organisational change management, designing and implementing processes as well as management of thriving successful global operations teams.

The role will develop, implement, and manage a Customer Service improvement plan to be endorsed by the WebBeds Senior Leadership Team (SLT) that will deliver a global, first-class leading Customer Service organisation that leverage on the latest technology and methods to allow efficiency and effectiveness in operations.

You will be responsible for leading evolving processes for Supplier support functions in harmony to customer service that will allow greater efficiency of operations for scale and standardisation.

 

Job Title: Senior Director of Operations

Department: Customer Service, Supplier Support

Location (primary): All locations will be considered for the suitable candidate.

 

Key Responsibilities

  • To deliver first class global performance of a global operations headcount of over 600+.
  • To lead and manage WebBeds’ global Customer Services teams. Currently these teams are located in our global hubs in Romania, Egypt and the Philippines. There are also local teams in Dubai (UAE), Palma (Spain), Shanghai (China), Jakarta (Indonesia) and India.
  • To evolve the performance of global supplier support processes and teams that deliver functions such as the supplier loading, data entry, content management and mapping processes; mirroring but not necessarily replicating our existing Customer Service processes and teams. These teams are located in Philippines, Romania and Mexico.
  • Ultimately, honing the above teams and functions into a seamless and effective organisation that delivers the required performance of our business to achieve its targets and growth objectives.

For all functions and teams:

  • Effectively communicate the plan, performance, and progress of operations to the WebBeds SLT periodically and align progress to the overall strategy of the business.
  • Ensure that all relevant operations processes are well thought through and effective. Ensure proper and robust documentation of standard operations procedures and that these are effectively communicated to the teams and tracked.
  • Remain current on leading industry best practises, technological developments and review suitability of adoption into our business with a balanced cost and benefit analysis.
  • Review and analyse key performance data and feedback to identify opportunities for improvement and scale. Prioritise projects within the annual budget and business plan to deliver the optimum business impact.
  • Build and manage the annual and quarterly budgeting and forecasting process for the functions in accordance with the timeline set forth by WebBeds Finance.
  • Lead, coach, and performance manage the various department leaders and team managers to achieve the objectives of our business and associated targets.
  • Establish individual and team goals and conduct required performance reviews to deliver the business goals.
  • Ensure strong and constructive teamwork with your team and stakeholders in the business (the Commercial leadership overseeing both external Customers and Suppliers are the critical relationships).
  • Ensure that the teams are well equipped with the necessary training, equipment and management required to perform their tasks.
  • Maintain healthy staff morale and strive to achieve a high level of staff retention and belonging.

 

Essential Qualifications and Knowledge

  • 15 years upwards of experience in a leadership role within a global company. Preferably in a global Customer Service or relevant Process Management function.
  • At least 10 years’ experience in managing various large teams in a multicultural environment, both on-site and remotely.
  • Proven example of successful change management and/or implementation of new global efficiency and best in class service processes across an organisation.
  • Demonstrable capability at developing and implementing business strategy for success of the organisational goals.

 

Essential Skills and Behavioural Requirements

  • A strong desire to implement improvement into an organisation that will bring about a better and more efficient way of doing the day to day. A strong sense of satisfaction when such changes lead to a better outcome for our customers, suppliers and employees.
  • A sense of achievement and fulfilment when working with people and when influencing and inspiring others to deliver their best and beyond what they believe to be capable of.
  • Change Champion.
  • Ability to communicate effectively and manage internal stakeholders in a global organisation, to lead and implement change with an engaged team.
  • Highly skilled team worker, effective trust builder, business excellence.
  • Dynamic, Pro-Active, Inspiring, Influential, Motivational, Effective Communicator.
  • A sensible and mature individual who can manage work time effectively with a balance of flexibility in working hours and ability to delegate effectively.
  • Willingness and commitment to travel frequently when required.
  • Aptitude to work in a multinational environment with working hours flexibility needed to span global time zones.

 

Desirable Qualifications and Knowledge

  • Travel industry knowledge will be highly valuable but is not essential.
  • Experience of managing cross-border, multi-lingual Customer Service programs and projects.
  • Experience in scaling teams within organisations to deliver company growth plans.
  • Solid knowledge of technology solutions used in Contact Centres specially to achieve efficiency such as AI, machine learning, robotics, etc
  • Proven track record of successful implementation of quality management systems.

 

Download:  Job Description – Senior Director of Operations

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