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Head of Business Operations & Customer Experience NORAM

Company: IDEMIA North America
Location: Chantilly
Posted on: September 23, 2022

Job Description:

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.A key leadership position in the Financial Institution / NORAM regional team, reporting directly the head of NORAM region, the Head of Business Operations & Customer Experience NORAM is responsible for leading change across the NORAM Region, to deliver, and enhance, the value creation program, while at the same time securing our level of service towards our on a day to day basis with the management of the Customer experience team (-20HC). Business optimization activities will consist of top-line, cost-related and organizational initiatives, and thus is a key driver of the regions transformation activities. The role will significantly contribute to the overall management of the region, with specific focus on business processes and infrastructure optimization, analysis of the organizational structure, accelerating business transitions, identifying and delivering top and bottom-line synergies, and the delivery of transversal key projects across the Region, in close collaboration with the other regional stakeholders and corporate team.Key activities include

  • Managing on a day to day basis, order processing, deliveries, level of service & customer experience overall and ensuring excellence in all our services.
  • Reinforcing & standardizing business processes and infrastructure within the region and across the other stakeholders of the region, and implementing change that eliminates waste, friction and promotes collaboration and efficient working
  • Building a collaborative culture, environment and architecture which enables business optimization and synergy identification and capture
  • Play an instrumental role in the evaluation of the Business Unit organizational structure, make recommendations for change, efficiency and value creation, and lead the implementation of approved changes
  • Accelerating business transition to new technologies & new offers, and implementing the necessary initiative to support commercial teams throughout this transition
  • Leading and delivering cross-functional and cross-business unit initiatives
  • Leading the execution of specific initiatives and key projects
  • Being a service/support function for the organization - allowing all teams to focus on implementationCreating transparency and visibility by initiative progress tracking in order to allow for better and faster decision making and results predictabilityJob RequirementsGiven the nature of the role and as it is a key part of a the Value Creation Plan, strong interpersonal skills are mandatory. In addition:
    • 10+ years of broad general business experience and knowledge across many disciplines (P&L Management, Program management, Business Process, Business Transformation, Supply chain & Operations)
    • Significant operational and people management experience
    • Hands-on attitude and drive
    • Experience in or appetite for the payments & manufacturing sectors
    • Bachelor or Masters Degree level education
    • Demonstrated experience in collaborating and communicating with a diverse set of people, across groups and organizational levels
    • Understanding of key business processes of an organization
    • Experience in leading cost reduction and growth initiatives
    • Capability to quickly develop a strong standing within the organization
    • Track record of successfully handling demanding projects and workstreams in parallel
    • Ability to challenge initiative owners in a constructive way with respect to overall feasibility and impact of initiatives
    • Broad set of influencing skills (ability to influence people and strategic direction without direct control and/or authority)
    • Self-driven with a high level of motivation and determination
    • Willingness to working in a fast-paced private equity related environmentRequisition ID: 2022-5002 External Company URL: https://www.idemia.com Street: 4250 Pleasant Valley Telecommute: No Security Access Level: Access 3: Eligible to work in the U.S Work Schedule: Core Business Hours

Keywords: IDEMIA North America, Chantilly , Head of Business Operations & Customer Experience NORAM, Other , Chantilly, Virginia

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