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Job Summary

As part of the Global Services Team based in Raleigh, NC, the AVP, Global Services Operations will build relationships with key customers and stakeholders to ensure that the Global Service Operations (GSO) Team's services satisfy their business needs. This role will report directly to the VP of Global Services.

Responsibilities

• Represent GSO in developing and managing strategic relationships with key IT and non-IT partners to understand their top business goals and priorities, from Hiring Managers to C-level stakeholders.

• Meet regularly with customers to share objectives, review past performance, and set expectations for future activities.

• Coordinate and interact with various stakeholders and business units.

• Find opportunities for growth and work with relevant internal stakeholders to build and execute the strategies to achieve it.

• Continually check the alignment of the services from the shared service center with the goals and objectives of the customer groups

• Work closely with the talent acquisition team to get quality submissions to the clients for their requirements.

• Utilize quality control practices to monitor standard processes and outputs daily.

• Performance measurement to track volumes and adherence to service key performance indicators within cost parameters.

• Perform other tasks/duties as assigned, such as governance, SLA management, performance reporting of KPIs, and customer satisfaction feedback surveys.

Education and Experience

• Minimum of 5-10 years' experience in project management from conceptualization to implementation

• Experience leading and managing an offshore/onshore hybrid team.

• Experience with IT Governance/Compliance

• Knowledge of commercial insurance-based practices

• Prior experience working with vendors and other third-party entities is highly preferable.

• Understanding technical aspects of insurance applications

• Experienced with insurance-related applications within the IT world.

• Ability to interface with different levels of management, both in-house and externally.

• Prior experience within a role equivalent to Global Operations is highly preferable.

• Experience with budgeting and salary adjustments; thorough understanding of financial concepts and processes.

• Resource management and staffing experience

• A minimum of an undergraduate degree focusing on Business Management, HR Management, IT, Finance, International Business, or a related discipline is required.

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