Senior Manager

hace 3 semanas

Madrid, Madrid, España Engineeringuk A tiempo completo
Job Description

At Engineeringuk, we are seeking a highly skilled and experienced Escalations and Compliance Manager to join our team.

This is a unique opportunity to lead our escalations team and drive process improvement, motivating a team of exceptionally driven, customer-obsessed Escalations Specialists.

The successful candidate will be responsible for setting the vision, direction, and culture of their team, while maintaining a singular focus on ensuring and improving a world-class customer experience.

Key Responsibilities:

  • Lead a team of executive escalation specialists and managers based in Europe, India, and San Jose.
  • Manage individual and team performance expectations and goals, maintaining service levels, and holding the team accountable to meet and exceed performance targets.
  • Support your team in conducting highly sensitive Escalation investigations, ensuring high quality standards for non-compliance findings, root cause analysis, and corrective and preventative recommendations.
  • Support in narrative write-ups requested by executives and stakeholders.
  • Lead continuous improvement projects, and drive standardisation in procedure across geographies and organisations, collaborating with key partners.
  • Leading performance and business reviews for the escalations program.

A Day in the Life:

The primary role of this position is to provide leadership and guidance to the teams under supervision, manage front line managers and escalation specialists to achieve the program goals, while working closely with Global Process Owners (GPOs), Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.

Requirements:

  • Bachelor's degree or equivalent.
  • Extensive relevant industry experience (5+ years) across operations, risk, fraud investigations and/or compliance.
  • 2+ years of supervisory experience.
  • Project management experience.
  • Advanced working knowledge of MS Office (esp. MS Excel, Word).
  • English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business.
  • Analytical aptitude, including the ability to mine and analyse large, complex data sets.

Preferred Qualifications:

  • Six Sigma Lean, green belt certified or equivalent working experience.
  • Advanced qualifications such as MBA would be advantageous.

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