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Job Title
VP, EMEA Operational Excellence
The Vice President – EMEA Operational Excellence is responsible for leading support services for a large-scale operations function across EMEA, driving efficiency, governance, insight and operational resilience.
This role provides senior leadership across multiple specialist teams covering:
Capacity Planning
Service Delivery
Automation
Data and Insights
Control and Governance
The role also holds responsibility for expense management and plays a key role in shaping the operational support model across the region.
Scope of Role
Support services for an operations function of approximately 1,400 people across 11 countries
Annual volumes of around: 2.4 million calls
1 million cases
4.1 million outbound contacts
Expense management responsibility
Leadership of multiple specialist teams across the EMEA operations support model
Key Responsibilities
Capacity Planning
Lead the team responsible for capacity planning across cross-functional operations teams in EMEA
Apply a zero-based capacity planning framework
Provide resourcing recommendations and identify cost-saving opportunities for senior leadership
Help create capacity for new business growth
Service Delivery and Scheduling
Oversee day-to-day service performance and operational coordination
Manage scheduling, prioritisation and execution of critical activities
Ensure consistent service delivery, strong stakeholder alignment and efficient execution
Automation
Lead the Intelligent Process Automation team
Deliver and maintain a portfolio of automated processes that improve productivity and release capacity
Apply AI-enabled automation to solve complex operational challenges
Bring strong knowledge and practical delivery of AI within operations
Data and Insights
Lead the enterprise SQL data warehouse and visualisation team
Enable accurate reporting against client SLAs and KPIs
Drive customer insight initiatives to improve processes and communications
Deliver dashboards to support performance management, coaching and governance
Control and Governance
Hold accountability for management action plan oversight
Ensure compliance training adherence and enterprise business continuity planning
Assess change requests against internal and external compliance requirements, including data, cyber and consumer duty
Growth Support
Design the operational support model for new clients
Assess operational cost impact for new business in existing and new countries
Lead operational bid delivery workshops to support client selection processes
Business Continuity
Serve as BCP Site Lead
Ensure operational readiness and response capability
Skills and Experience
Proven senior leadership experience across large, multi-country operations
Experience managing expense and driving cost management
Experience leading multiple specialist teams and managing through other leaders
Strong background in capacity planning, workforce management and service delivery
Experience of automation, including AI-enabled automation, with measurable productivity results
Working knowledge of SQL data warehousing and visualisation tools such as Tableau
Strong understanding of governance, compliance, business continuity, data protection, cyber and consumer duty requirements
Experience supporting client onboarding, bids and expansion into new markets
Excellent stakeholder management and communication skills at senior leadership and client level
Desirable Skills
Operational Excellence and Capacity…