Senior Operations Consultant responsible for overseeing compliance of sub - servicers with FHA - insured loans. Monitoring performance metrics and mitigating operational risks in a financial services context.
About the role
- Lead a Customer Operations team of 100+ at RS Group in Riga, emphasizing performance and process improvements. Drive operational excellence and cross-functional collaboration in EMEA.
Responsibilities
- You will lead Customer Operation for GSBS operations within EMEA, creating a best-in-class team, being an advocate for high performance and a driver of continuous improvement.
- The delivery of Customer Operations business performance against agreed SLAs / KPIs and including the realisation of agreed operational excellence targets.
- Development of team knowledge on processes to ensure the team deliver excellent customer service.
- Ensuring accurate and efficient order processing ensure all customer orders are processed in accordance with described processes and ensure that are completed within agreed timeframes.
- It would be expected that the role holder would lead delivery of multiple initiatives, be responsible for continual service and process improvement, through process standardisation, optimisation, and automation.
- Ensuring the maintainance all required documentation in compliance with internal policies and legal requirements.
- The role will require regional cross-functional working, including interaction with all levels of management across all areas of GSBS Global Development and all GSBS operations and with more senior stakeholders such as business/corporate functional owners, and functional VPs / SVPs.
- You will have 5 direct reports, with a responsibility of approx. 120 people.
Requirements
- Demonstrable experience leading large customer-focused teams, in a similar global service environment
- Strong understanding of customer service and GSBS processes and tools
- Proven experience as an operational manager and evidence of strong team leadership skills
- Strong emotional intelligence, and ability to communicate, influence and challenge at a variety of levels
- Strong analytical and problem-solving skills, with an ability to identify innovative solutions
- Strong cultural awareness, working with stakeholder across borders, and multi-lingual teams.
- Ability to work in a matrixed environment and network of teams, with a modern flexible ethos, whilst adapting and promoting new ways of working
- Curious by nature, with the ability to grasp new concepts and processes quickly and effectively through insightful questioning
- Ability to prioritise, work under pressure and plan / deliver to challenging timelines, evidence of strong planning and organisational skills
- Deliver high quality professional output to peers and senior leadership
- Ability to build effective working relationships with colleagues throughout GSBS and wider business functions, effectively managing the challenges of geography and time zones.
- Exhibit role model behaviour
- Fluent Latvian and English (spoken and written).
Benefits
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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