at Kelly Services in Deerfield, Illinois, United States
Job Description
Together we change lives.
Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless.
No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You’ll have opportunities to grow your expertise and capabilities, both professionally and personally. As a team we celebrate inclusion, caring and collaboration. As a company we value your contribution, we work with integrity, and we always put people first – so your impact really will change lives.
Our Director of Global Operation is accountable for developing and leading operational process improvements within a large, strategic client. This position is a highly visible role that will have responsibility of growing our existing strategic account relationships. The Director of Global Operation s will be responsible for building relationships with key customer decision makers/stakeholders, consulting with the customer on regional and global workforce issues and assisting with the design of consultative solutions for their workforce.
Roles and Responsibilities :
+ Collaborate and plan with the business practice in the establishment of and adherence to operating and service level agreements which ensure the seamless delivery of services to our clients and ensure compliance with the contract
+ Manage service delivery processes including program plans, issues lists, budgets
+ Develop and manage processes and procedures, ensuring that teams within the business practice are meeting and exceeding overall expectations for the service delivery by achieving SLAs and KPIs
+ Lead continuous improvement efforts focused on productivity improvements Identify and drive opportunities for automating work and reducing non-valued added work. Monitor workflow to determine staff capacity
+ Support the business in achieving strategic goals including budget expense targets
+ Drive change management and program adoption initiatives including relationship building, client presentations and stakeholder training
+ Problem resolution and acting as an escalation point for service delivery challenges including supplier performance and contract management issues
+ Partner with international program stakeholders to help ensure consistent global service delivery
+ Lead negotiations with strategic, multi-national suppliers on behalf of the client
Requirements and Qualifications:
+ 7-10 years industry experience preferred inc omplex outsourced client solutions
+ 5+ experience preferred managing customer service delivery and business process operations with strategic, SLA and P&L responsibilities, preferably in outsourcing or consulting
+ Strong problem solving and decision-making skills and demonstrated ability to influence.
+ Strong account management experience in handling large complex accounts.
+ Proven ability to build relationships, communicate effectively at all levels of the client organization, from end-users to the C-suite.
+ Strong ability to organize and present data, develop business, and accomplish many tasks simultaneously with an attention to detail.
+ Ability to understand financial concepts in order to make pricing recommendations
+ In addition, the candidate must demonstrate a strong customer focus, flexibility, team orientation and technical proficiency.
Total compensation package and benefits commensurate with the position.
Kelly is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.
