Head of Operations

Descripción de la empresa
**Discover the Unexpected**

Experian is the world’s leading global information services company. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 30. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped economies and communities flourish - and we’re not done.

Our 21k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ the brightest minds that share our purpose and want to make a difference.

Descripción del empleo

The Head of Ops will be responsible for the delivery of Operations Services to Spain. They will be part of the senior IT and Operations team reporting to the Chief Information and Operations Officer for Spain, providing delivery services. As such, collaboration and cooperation between this role and the Head of IT are critical.

Experian is a highly matrix-managed organisation and as such, the role holder will be expected to form strong and collaborative working relationships with a range of regional and global leaders, relevant to their role. Collaboration and co-operative working within and beyond the Market are key to getting things done.
- Act as the main point of consolidation and integration of operations services in market, to all market clients. This covers existing contracts, to deliver the revenue and operating profit committed,
- Accountable for overall Operations service delivery to clients in the market
- Meet the service level commitments and provide successful operations services to the client, managing the deployment of operations services and resources working with Operations managers, Market and regional colleagues to do so
- Ensure that demand is accurately managed, that services are commissioned from partners in the matrix appropriately through the standard processes and mechanisms provided
- Contribute to development of prospective business in market, promoting new offerings and developing the relationship and services to build and strengthen the Experian relationship with the client.
- Provides the single point of contact for issues, escalations and resolutions within the Operations organisation.
- Accountable for timely & appropriate pre sales engagement, ensuring that operations are engaged appropriately in the sales process and that all ICP gateways are adhered to and managed according to policy.
- Manage proactively contract /service catalogue in conjunction with operational teams.
- Service and disciplinary management of the Market IT Service delivery team, providing direction for goal setting, priorisation and team direction
- Awareness of company policies and procedures for managing data compliance and other risks, including relevant regulatory risks, in order to maintain Operations services within acceptable risk tolerances. This will include developing and owning the data strategy, to actively plan for the secure provisioning of data for service delivery etc.
- Proactive and timely management of other risks, to keep services effective and secure. This will include ownership and management to closure of risk items identified. Items may be identified by management, Experian’s Security team, Audit or others.
- Lead on relevant business changes and new services implementation, including proactively identifying opportunities for improvements, cost reduction etc. Representing the Market on regional initiatives. as agreed.
- Use, implement and comply with the standard corporate tools and processes. To ensure alignment with other leaders in the operations business regionally and globally.
- Responsible for delegated budgets, staying within limits agreed and identifying opportunities to reduce costs through smarter delivery.
- Set clear goals and delivery plans for the team, communicating and managing them in line with business needs, KPIs & measures
- Drive service excellence and innovation to deliver greater client satisfaction. Measured via NPS and other relevant metrics
- Strive for excellence in the key areas of cost control and overall productivity.
- Effectively communicate key business messages and customer issues to employees.
- Effectively engage the Operations team to maintain high team morale measured through People Survey, employee involvement, safety and teamwork.
- Ensure compliance with corporate processes and strategy in line with planning.

**Requisitos**:

- Degree or relevant professional qualification / training and significant experience in operations service management, including at a senior level.
- Significant experience of leading diverse teams including those based in different sites and across both service and development.
- Experience with the planning a