Operations Excellence Lead

Reporting to the Head of Excellence & Performance RSA (Roadside Assistance) Operations, the Operational Excellence Lead is responsible for executing and driving the strategic vision for excellence across the value chain. As a central link between all key stakeholders, including complaints management, quality assurance, training, voice of customer (VoC), post call surveys (PCS), HR KPIs, and Operations feedback, the Operational Excellence Lead will leverage several insights and lead transformation initiatives to align and implement standards consistently across the organization, ensuring high-quality service delivery and customer excellence. This position requires a mature leader with extensive experience in operations standards and change management to support strategic goals as well as experience in training delivery.

What you do

1. Strategic Vision & Execution: Define and implement the strategic vision for operational excellence and quality management globally, ensuring alignment with organizational goals and objectives and fostering a culture of continuous improvement and operational excellence.
2. Transformation Leadership: Lead transformation initiatives to align standards and implement them consistently across the organization.
3. Quality & Training Strategy: Develop and execute a comprehensive strategy for quality management and training, reshaping training strategy in terms of content, delivery, and media. Collaborate with regional leads to support rollout and implementation,  integrating AI and knowledge management systems as key enablers. It should also include all Quality assurance metrics & processes to ensure compliance with standards and regulations with regular reporting to address any training needs.
4. Customer Satisfaction delivery: consistently enhance customer excellence by leveraging 360 feedback coming from VOC/NPS results, complaints, PCS (Post Call Survey) and adjust local & global initiatives accordingly
5. Complaints Management: Implement and maintain a sustainable complaints management process for tracking and identifying improvement actions.
6. Knowledge Management: Establish systems for knowledge sharing and collaboration among communities.
7. Cross-Functional Collaboration: Serve as the key liaison between various stakeholders, including VoC, PCS, HR, and regional teams, to ensure cohesive efforts towards excellence. Collaborate with various departments to integrate quality measures into all aspects of the organization’s operations.
8. Platform Standards: Design and execute all platform standards (from daily routine to KPI monitoring) to ensure high-quality standards and a culture of quality & excellence. It will also be key to ensure consistency in the management of platforms worldwide leveraging industry best practices, Group standards, and local regulatory requirements.
9. Team Leadership: Build and lead a high-performing team, fostering a culture of innovation and excellence that improves AES scores, absenteeism rates, and performance metrics.

What you bring