Operational Management Manager (GCB 5)

Operational Management Manager (GCB 5)

The Operational Management (OM) Team, namely HOST COO Office, will deliver and contribute to the definition of necessary policies, processes, procedures, and tools for their implementation and management in HOST COO Office, working with Global Functions such as Communications, Finance, HR or Strategy & Planning where required. The OM Team will drive continuous improvement across the Group/Region/Country COO structure in areas such as Change Execution, Financial Management and People.

In this role, you will work closely with Head of Operational Management and country COO in executing these following responsibilities:
• Customer Centricity - support line manager in driving the Customer Centricity together with business lines to improve the end-to-end customer journey through embedding of efficient customer complaint management, mindset shift, robust MI to drive better customer engagement and satisfaction
• Project/ Change Execution - support line manager with region/country specific programmes supporting Group/Region/Country COO strategic actions' execution or provide governance oversight on cross-line of Global Business/ Global Functions
• Risk Management - support line manager in effectively mitigating the risks and improving the control environment
• Financial Management - support line manager in providing robust financial planning, management, tracking and reporting, with Global/Regional/Country Finance
• Governance & Documentation - support line manager in ensuring appropriate and consistent governance is developed and implemented with robust documentation and supporting management
• Regulatory evolution management - support line manager/ COO in managing the implementation of regulatory changes with RC oversight to achieve effective implementation and full compliance

To be successful in the role, you should meet the following requirements:

• Proven experience in project management with an ability to influence at different levels and lead projects effectively with minimal supervision
• Strong ability to articulate issues concisely and in simple language to support problem analysis and solutions
• Excellent verbal and written communications skills
• Excellent interpersonal skills, coupled with the ability to work within a matrix management structure, build and maintain solid relationships with various stakeholders to deliver at pace
• Solid knowledge of the external environment - regulatory, political, competitors, etc
• 5 years experience ideally within a global organization