Client is one of the world’s leading professional services firms and the fastest growing Big Four accounting firm
Essential Job Functions:
- Responsible for the delivery of BCO tasks in line with agreed OKRs, SLAs and KPIs for own portfolio of clients. Please note a commensurate portfolio comprising of moderate to high complexity of clients will have to be managed by the successful candidate which could amount to 30% of available time.
- Lead and manage the end-to-end CCM journey, ensuring a seamless and effective process for customers and internal stakeholders.
- BCO Regional Heads, WMR and other key stakeholders where necessary to ensure successful completion of key Optimization and Transformation initiatives
- Manage a team comprising primarily of ODC resources for setting up the team, and manage their workflow, training & development to deliver the BCO model satisfactorily within agreed timelines
- Continuously drive improvement in productivity of the BCO team whilst enhancing client experience.
- Drive adoption of technology/digital and customer experience improvement initiatives, including alignment to a globally consistent C&L; operating model.
- Monitor and analyze customer and stakeholder feedback, identifying key areas of focus to improve customer outcomes.
- Work with the Head of BCO COE to ensure risks and issues related to CCM are escalated to country, regional and global stakeholders and resolved in a satisfactory manner.
- Closely work with the senior management team and Regional Sustainability Champions to drive various activities as part of the Group's transition to Net Zero along with implementing various strategic initiatives across BCO teams.
- Drive continuous improvement initiatives across credit analysis activities to deliver a high and consistent standard.
- Ability to build and maintain strong relationships across the teams, including credibility with both Business and Risk teams