• Director of Operations - Europe

    Location UK
    Job ID
    2018-105393
    Institution
    ACAMS
    Department
    Operations
    Employment Type
    Regular Full-Time
    FLSA Status
    Global - Salaried
  • Opportunity at a Glance

    Reporting to the Head of Europe and functionally to the Head of Operations in Miami, the Director of Operations is a member of the senior leadership team responsible for leading ACAMS’ operations in Europe and instituting systems that provide effective internal management. This person will work closely with ACAMS’ global operations leadership team, the Head of Europe and the European Management Team to continuously improve operational effectiveness and create processes and systems to support high growth in the region.

    The Director of Operations, Europe will have direct responsibility for managing, developing and providing strategic leadership and oversight to key functions within ACAMS (Customer Support, Sales Support, Client Project Implementation, Events, IT and Office Management), Administration and Reporting functions to deliver an excellent standard of service in line with the organization’s strategic business objectives, operating plan and regional KPIs and SLAs.

    Responsibilities

     

    • Responsible for ACAMS Europe day-to-day operations in key functional areas such as operations, business continuity, customer service, sales support, client project implementation, events, IT and office management.
    • Build and maintain departmental structure, operating standards and practices that are responsive and adaptable to evolving business needs.
    • Manage the operations budget planning and reporting.
    • Conduct appropriate business analysis in order to propose solutions to support the growth and expansion of the business.
    • Design and implement the necessary automation of processes and systems across the region.
    • Lead and motivate teams to provide excellent level of service to internal and external customers and to implement the culture of high performance and continuous improvement.
    • Establish standards, parameters and wider expectations for quality, accuracy, timeliness of work expected.
    • Establish KPIs, measure, review and report on service levels including output quality and volumes of workload/cases.
    • Propose initiatives to improve customer experience and drive efficiencies.
    • Manage capacity/resource to ensure business as usual and future business needs are met.
    • Drive improvements and make recommendations to enable the ongoing improvement of processes across ACAMS. Identify and implement quick wins and put forward business cases for longer-term initiatives.
    • Lead European requirements gathering initiatives for service improvement projects – e.g. CRM rebuild.
    • Identify key points of failure in operational processes and systems and propose solutions to prevent reoccurrence.
    • Manage the European Events Team (scheduling and hosting of virtual learning events, registration of events and adequate customer service, analysis and reporting on events data etc.)
    • Oversee Chapter Support for ACAMS Europe.
    • Ensure effective Office Management and IT Service for ACAMS Europe offices.
    • Complete other general management duties and special projects as assigned.

    Qualifications

    • Master’s Degree in a business related field required
    • Minimum of 10+ years of experience leading a diverse group of support functions; 7+ years of experience in a customer facing operations leadership role
    • Experience in a B2B commercial environment (i.e. paying external customers).
    • Excellent interpersonal skills and ability to work effectively with a variety of functional partners
    • Excellent leadership, project management, and time management skills
    • High-impact, effective communicator able to convey information at all levels of the organization possessing excellent written and verbal communication skills
    • International experience and proven ability to effectively work cross-culturally (global outlook), in a fast-paced growth environment
    • Financial planning, budgeting and expense control experience
    • Comfortable with ambiguity and uncertainty, able to adapt nimbly and lead others through complex situations
    • Familiarity with and experience of banking and finance, training, financial institution regulation, compliance or risk management a plus
    • Must have strong business knowledge and experience with the ability to provide reports and analysis of financial position and forecasts, develop and implement strategic plans within context of the larger picture.
    • Technology-savvy with strong computer skills
    • Fluent written and spoken English is a must, additional modern European language proficiency preferred

    Who We Are

    The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Chamberlain University, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

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