Vice President of Operations

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Job Title: Vice President of Operations Reports To: The Vice President of Operations will report to the Head of Technology Business Solutions, Chief Operations Officer (COO), or equivalent leadership. Job Overview: The Vice President of Operations is responsible for overseeing a business operations portfolio of at least $50M within multiple locations throughout North America. This leader owns and effectively manages their P&Ls, people organizations and executes the SPS vision and governance model while ensuring service deliverables are met with all clients. As a highly visible leader, the MVP, Ops drives operational excellence through the administration of ad-hoc projects, focused on creating business process efficiencies and highly engaged people organizations. In addition, the MVP, Ops is a strategic partner to human resources, sales, solutions, client relations to marketing teams, ensuring continued business growth and success with all business objectives. Duties and Responsibilities: Manages a multi-tiered people organization, usually based in multiple locations. Maintains consistent communication with clients and SPS at all levels. Effective coaching/training/mentoring SPS leaders responsible for the successful delivery of SPS services. In addition, the MVP, Ops develops and ensures the cross training of key leadership within their respective portfolio of accounts. Responsible for the successful execution of the SPS governance model, deliverables to SLAs within a specified portfolio of client accounts. Ensures that all teams meet/exceed client KPIs/SLAs. Sponsors and/or commissions projects that enhance both the client and employee experience with SPS. Insures smooth and sustained client & employee engagement at all accounts. Ensures Client Satisfaction Index ("CSI") is at or above previous score. Participates in client business reviews. Oversees monthly budget forecasts for all accounts within client portfolio. Helps to facilitate growth and continued business success by participating in new client RFPs, account reviews and renewals. Establishes and maintains accountability with Regional Client Directors, responsible for site operations. Handles client escalations by facilitating resources to create resolutions and sometimes best practices to ensure customer satisfaction. Demonstrates strict adherence to all SPS policies & procedures. Serves as a knowledge resource regarding SPS policies, procedures, guidelines. Competencies : Exceptional ability to lead, motivate and interact with all levels of leaders, clients and employees. Strong sense of ownership. Excellent financial and general business acumen. Excellent negotiation skills. Skilled marketing & sales aptitude and has the capacity to eloquently convey the company's products and services to the masses. Strategic leadership skills. Exceptional tact and skill in handling multiple priorities, goals and objectives. Exceptional critical thinking skills. Results orientated. Driven by client satisfaction. Strong integrity, solid business ethics. Exceptional presentation and interpersonal skills. Exceptional English written and oral communication skills. Ability to maintain confidentiality. Strong attention to detail. Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information. Able to convey information and ideas through speech in ways that all will understand. Able to listen to and understand information and ideas presented through spoken words and sentences. Able to speak clearly so listeners understand, identify, and understand the speech of another person. Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. Qualifications and Education Requirements: Bachelor's Degree or higher required. Must have 10+ years' experience managing large scale customer service operations with multiple levels of leadership. Project Management training and/or similar certification a plus. (i.e. Six Sigma, PMP) Worked in a B2B Services organization with a proven ability to manage at least $50M in business revenue. Strong P&L/ Financials acumen with the ability to help drive continued revenue streams. Highly driven with a proven ability to foster an environment where leaders create a highly engaged environment for front line workers. Ability to manage high level clients and be a strategic leader who can elevate the current status quo. Exceptional Change Management Skills- Fosters change, highly adaptable and highly supportive of company objectives. Highly forward thinking and can develop professional relationships with all sectors of the business. Proven ability to help grow the business through add-ons but also can speak to C-level for net new client operations. Strong understanding of project management- able to conceptualize solutions, develop project plan, execute, and follow up. Holds people and leaders acco

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