Provide key support to the Senior Manager, Operations by effectively managing and providing a point of escalation to an assigned portfolio of test delivery points across the EMEA region. Ensure that the test delivery points have adequate trained staff. Provide coaching and training to Test Centre Managers and Test Centre Administrators in testing locations and make recommendations to improve performance at the test delivery points. Conduct proactive analysis of available data to identify areas of underperformance for intervention and implementing best practices. Instigate and manage remediation plans as required using a number of methods, including remotely and in person to conduct site audits and in-person training, including short-notice travel across EMEA.
Main Duties & Responsibilities
Work closely with the Channel Engagement Managers (CEM) to drive improvements throughout the sub region.
Work cross-functionally to meet test center servicing needs and ensure high levels of candidate satisfaction
Build effective working relationships with operational services team and site employees in assigned portfolio of sites within the region.
Eliminate the re-incidence of operational issues by identifying trends, developing corrective action plans, and executing those plans through to measured improvement in performance
Work in a team-based environment promoting a service excellence culture
Provide coaching and assistance as required to managers in testing locations under your remit
Perform other duties as assigned
Take on global projects as assigned to support the improvement or implementation of a new service or client.
Communicate to test delivery points and internally to senior management progress of assigned portfolio and articulate any challenges
Escalate any challenges that directly impact test delivery, or the candidates experience at a test delivery point.
Essential Criteria
1+ year proven track record in effectively managing partner relationships including training and development of team members and ability to discuss operations at business owner level.
Must have proven team leadership skills and presentation skills with the ability to deliver information to a variety of audiences
Works well under pressure in a fast-paced environment
Excellent interpersonal and communication skills in-person, over telephone, email, and other platforms
Ability to travel to testing locations including short notice travel.
Desirable Criteria
Ability to demonstrate cultural awareness to function as a part of a global team
Self-starter and independent worker
Good conflict resolution skills and respect for others