Head of Client Operations - Europe

Role Overview

This role is responsible for the strategic and day to day operational leadership for Client Operations within YSC Europe. This includes designing, co-ordinating, running and advocating for Client Operations services across the Business Unit with a focus of executing operational programs successfully, driving best practice to deliver an end to end, efficient and effective client experience and drive-up quality across the customer journey. This role is the primary interface with consultant teams in Europe; with Technology for processes and systems required to support the operations, and with Finance for data sharing around revenue allocations and cost.

Key to this role is the continuous improvement with implementation of applications, platforms, and business processes and maintaining appropriate resources of the team, whilst maintaining day to day operating effectiveness and maximizing efficiency. In addition, this role will serve as a conduit of global-specific operations feedback on processes and applications to and from the other regions globally.

 

Core Accountabilities

  • Manage a team of about 40 operations professionals; provide strategic and daily operational leadership and guidance for Europe Operations and to enable execution of strategic business plans presented by the Managing Director.
  • Collaborate with leadership and cross functional teams to build an environment of collective responsibility and accountability.
  • Ensure adherence to key performance objectives to meet business and client expectations.
  • Oversee the end-to-end client experience to guide delivery of performance, quality, and identify opportunities to implement process and system improvements across operations to enhance client experience and drive effectiveness.
  • Manage data collection to establish baseline and improvement of the client experience across all touch points within the Business Unit.
  • Contribute to global operations and technology strategy and plans aligned to business objectives.
  • Develop strategies to ensure the client experience is consistent with YSC’s values.
  • Champion best practices and understand unique business needs.
  • Establish quantitative and qualitative performance indicators, guidelines, and standards to measure efficiency and effectiveness.
  • Monitor consultant resourcing using data available to enhance client resourcing processes efficiently and effectively in support of improved client delivery.
  • Drive YSC’s operating capabilities to surpass client satisfaction and retention; create a high class and high touch client experience.
  • Inspire and engage colleagues on the efficiency of core processes to raise the profile of standardization and delivery globally.
  • Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently drive day-to-day operations.
  • Proactively manage financial processes like client invoicing (WIP), client reviews, Master Service Agreements and Scope of Work documents to support accurate financial reporting and cash flow management.

 

Skills & Experience

  • Strong track record of providing exceptional operations management, establishing an end-to-end overview of workflow, demand and failure demand, information flow, and quality management.
  • Experience in managing global operations, working across different time zones and cultures.
  • Strong client experience gained in a B2B operation with demanding clients.
  • Experience of leading, defining and executing operational change programmes.
  • Experience in project management (understand, analyse, implement, and communicate complex requirements) and of managing multiple, concurrent projects.
  • Comfortable managing competing operational demands, client requirements, and strategic plans.
  • Experience of effectively prioritising and executing deliverables in a demanding environment.
  • Strong leadership and decision-making skills with the flexibility to adapt plans.
  • Strong influencing skills within a matrixed organisation, with strong Emotional Intelligence enabling effective stakeholder management and influential leadership.
  • Excellent communication and relationship building skills with clients and colleagues.
  • Extensive and diversified background with at least five years of related experience in operations and people management.
  • Confident using business applications such CRM, scheduling, tracking and resourcing software.
  • Strong business acuity with solid knowledge of finance, program and/or project management principles.
  • Confident in data analysis, using MI to measure improvement and delivery against KPIs
  • Inspirational leaders, proven ability to influence teams and create positive change and improvement.
  • Outstanding communicator; diligent and proactive results-driven personality.
  • Deep understanding of customer experience/journey principles.
  • Strong ethical leadership abilities.
  • Strong people and relationship management skills.
  • Outstanding organizational skills.
  • Ability to work both independently as well as in a team.
  • Problem solver; solutions orientation approach.

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    The YSC Team

    Our best in class consultants are highly characterful, representing a range of backgrounds in the behavioral sciences and business, coming from different markets around the world and representing a wide range of social identities.

    About Us

    YSC Consulting partners with organizations around the world to identify and develop the leadership styles, interpersonal and team dynamics, and total cultures that are most likely to enable successful, sustained delivery of commercial and organizational performance.