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Job Summary

The ESS Operations Director will provide operational leadership to the assigned ESS solution set and is responsible for the strategy execution and management of the assigned projects. This position drives improvement for the ESS solution set/sub-function operations and processes and is responsible for the development, design, documentation and execution of centralized operational processes. The ESS Operations Director designs processes that optimize the performance and drive efficiencies across ESS (or ESS Solution Set) by leveraging workflows and technologies that centralize operational, administrative or tasks.  This position is also responsible for the documentation and training of these business processes in order to drive knowledge transfer to other stakeholders across the ESS team and the broader organization. This position has demonstrated strong project management and people management experience working in a matrix organization.

Essential Duties

1.Partners strategically with assigned leadership to support the development of strategy to continually elevate services and responsible for execution of short- and long-term goals related to the strategy.
•  Provide weekly, monthly, ad-hoc reporting to ESS enterprise leader and sub-function director(s).
•  Directs development and delivery of communication and end-user training relative to assigned areas
•  Exercises analytical and problem-solving skills to address, investigate, and resolve issues that may impact sub-function/solution set budgets. Escalates and reports issues as appropriate.
•  Leverage experience, knowledge base, and professional relationships to contribute and/or lead ESS Solution Set/sub-function initiatives with ESS leaders and other key stakeholders.
•  Partners with ESS leadership and applicable firm technology teams to develop, implement and maintain efficient and effective support processes including enhancements when other LOB or FCS process or technology changes have downstream effects on ESS processes.
•  Lead and review results of large scope projects that address gaps in processes, make updates to/redesign operational procedures and socialize the newly designed operational solutions to gain buy-in as applicable.
•  Partners with LOB operations champions and firm client serving functions to provide implementation support as new initiatives are implemented.

2.Provides ongoing talent management support, oversight and process development and adherence for the assigned ESS solution set and relevant sub-function(s) and firmwide policy and procedures. Including, but not limited to:
•  Set strategic priorities and develop the roadmap for Operations to aid in day-to-day prioritization.
•  Hold sub-function teams accountable for accuracy and consistency in daily business process execution.
•  Proactively collaborate with the broader ESS team and other functional teams to ensure systematic business processes are designed to optimize global operational excellence.
•  Ensure processes are scalable for future growth.
•  Act as the point of escalation for complex problems.
• Ensure the ESS team develops proper documentation and provides adequate training to ESS stakeholders on processes and procedures.
•  Facilitate knowledge transfer mechanisms and delineate clear delegation of work between teams.
•  Ensure team infrastructure aligns with strategic goals and can quickly scale and adjust to business needs and changes.
•  Provide appropriate budget oversight and accountability.
•  Maintain a culture of continuous improvement through operational excellence.
•  Maintain close collaboration with ESS Leadership to bring stakeholders along on upcoming changes.

3.Formulates and communicates project plans to support the roll out of new operational process, including developing training, documentation and change management plans for both the internal stakeholders within ESS  and other key stakeholders. 
-Collaborates with ESS Leadership on upcoming policy updates to proactively drive updates to operational procedures related to such policy changes as applicable.

4.Directs project management support to the assigned ESS solution set and relevant sub-function. Responsibilities include but are not limited to:

•  Determining and prioritizing projects to execute on strategic priorities.
•  Serves as escalation point of contact for risks / issues resolution.
•  Provides project updates to key stakeholders when appropriate.

5.Performs other duties as assigned. 

Education

• Bachelor’s degree in business related area or 4+ years of experience in related field

Technical/Soft Skills (required)

•Ability to communicate with a diverse audience including cross functional high level stakeholders
•Ability to manage multiple projects
•Ability to manage workflow and expectations with team members, as well as provide guidance/training as needed
•Ability to prepare charts, graphics and tables, etc.
•Ability to problem solve in a fast-paced deadline driven environment
•Advanced Microsoft Office skills
•Advanced experience in strategy and implementation
•Appropriately translates functional/technical language
•Demonstrated ability to apply technical/procedures requirements of the position based on knowledge and experience within specialization
•Demonstrated ability to impact and influence a diverse population
•Demonstrates a comprehensive knowledge of tools, resources and technology required with assigned responsibilities
•Demonstrates professional judgement and emotional intelligence, with the ability to coach others to do the same
•Experience in building strong consultative partnerships across a matrixed environment                                                                                                                                                            
•Experience with project management tool(s)
•Outstanding organization, time management skills, and attention to detail
•Skilled at handling complex, sensitive escalated inquiries and conversations with discretion and composure
•Advanced data analysis and reporting skills
•Strong grammar and proofreading knowledge and experience

Special Requirement Specific to Job

Experience

• 9+years’ relevant experience in a related field or area
• 5+ years management and/or leadership experience preferred
•Demonstrated experience managing multiple projects or complex projects of moderate to high risk
• Ability to interact with multiple levels of leadership
•Demonstrated experience managing in a matrix organization

Leadership

•Demonstrated ability to attract, lead, motivate, and retain a team, including providing guidance and feedback leading to successfully strengthening the expertise of the their team to create future leaders
•Demonstrated ability to communicate effectively with firm leadership, multiple stakeholders, and internal teams
•Demonstrated ability to meet financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
•Ability to oversee and lead national team by understanding team dynamics
•Ability to manage at a macro level and identify when a refined approach is necessary
•Assesses whether one's team has the right talent/resources at the right time to meet business needs; shares staffing concerns with leaders; recommends whether to develop talent internally or acquire externally; participates in and/or leads efforts to attract, refer and retain top talent
•Demonstrated success in influencing and engaging stakeholders, building collaborative relationships while managing conflicting priorities required
•Demonstrated ability to respond positively to changing circumstances, seek and implement change to drive business improvement and serve as a model of the change, while having quality-conscious client service, decision-making, conflict resolution and critical thinking skills.
•Demonstrated ability to manage, direct, and analyze the results of programs, projects, or assignments
•Serves as a national People Leader for people management and compensation      
•Outstanding written and verbal communication and interpersonal skills

Number of Employees Supervised

Direct: 5+
Indirect: 100+

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].