VP, EMEA Operational Excellence
Core
Leading support services for a large-scale operations function across EMEA, driving efficiency, governance, insight, and operational resilience for approximately 1,400 people handling 2.4M calls, 1M cases, and 4.1M outbound contacts.
Role type
VP, EMEA Operational Excellence
Builds
Operational support model, automated processes, dashboards, and capacity plans for financial institutions and corporations.
Domain
Fintech / Payments / Operations
Required skills
Senior leadership, capacity planning, service delivery, automation (AI-enabled), data warehousing (SQL), governance, business continuity, stakeholder management
Preferred skills
Operational Excellence methodologies, RPA (UI Path), Tableau/Power BI, Salesforce, NICE WFM, Genesys/Avaya/Aspect
Technologies
SQL, Tableau, Power BI, UI Path, RPA, Salesforce, NICE WFM, Genesys, Avaya, Aspect UIP Dialler
Responsibilities
Lead capacity planning and resourcing; oversee service delivery and scheduling; lead Intelligent Process Automation and AI initiatives; lead enterprise SQL data warehouse and visualization; ensure compliance and business continuity; design operational support models for new clients.
Seniority
VP, strategic leadership