This role is responsible for the strategic and day-to-day operational leadership for Client Operations within YSC Europe. This includes designing, coordinating, running and advocating for Client Operations services across the Business Unit and within the global business. 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.
Core to the role is strategic planning and execution of operational programmes that establish best practice and deliver an end-to-end, efficient and effective client experience. The role holder will drive continuous improvement to continually increase quality across the entire customer journey. They will ensure fit-for-purpose applications, platforms and business processes are in place; manage the team effectively through careful resource planning and people and performance management; and they will maintain day-to-day operating effectiveness and efficiency. In addition, this role will serve as a key partner to other operations colleagues within the global business, to help drive broader operations projects and ensure consistency across regions.