Senior Director - Analytics, Metrics & Operations

We are seeking an experienced and dynamic individual to take on the role of Senior Director - Analytics, Metrics & Operations a strategic and hands-on position supporting global metrics, transformation initiatives, and operations management

This individual will be responsible for heading Metrics & Operations Analytics Function globally, overseeing and driving key aspects of resource utilization, revenue tracking, and project resource management for UK business, and will have elements of Operations Management and Transformation particularly in the context of Aptia s First Contact Team for their UK business

The ideal candidate will possess a blend of analytical, operational, and leadership skills with the ability to manage both high-level strategy and day-today operations

Global Metrics Management: Lead and manage the global metrics reporting and analytics process

Drive continuous improvement in the accuracy, relevance, and timeliness of metrics

Provide actionable insights to leadership based on key performance indicators (KPIs) and other relevant data

Transformation Leadership: Play a key role in driving the Non Call FCT (Functional and Cultural Transformation) initiative, ensuring smooth implementation and alignment with organizational goals

Collaborate with key stakeholders to ensure the transformation agenda is executed effectively and efficiently

Identify opportunities for process improvements and implement changes that optimize outcomes

Operations Management: Oversee day-to-day management of operations, ensuring alignment with strategic goals and objectives (without overseeing large-scale operations)

Manage small-scale projects and tasks as required to ensure smooth functioning of operations within the team

Ensure effective resource allocation and utilization within operational teams

Resource Utilization and Revenue Tracking: Support the tracking and reporting of TS (Technology Services) resource utilization, ensuring optimal allocation to projects

Monitor revenue streams and provide timely reporting on revenue-related metrics

Ensure accurate financial data is captured and communicated to senior leadership

Project Management (as applicable): Take on project management responsibilities for smaller, high-impact projects related to transformation, operations, or metrics

Develop project plans, manage timelines, and ensure effective resource allocation

Monitor progress, mitigate risks, and ensure deliverables are met on time and within budget

Stakeholder Engagement: Collaborate with internal and external stakeholders to support the transformation process and ensure smooth communication across teams

Provide regular updates to senior leadership on the status of transformation initiatives, operations, and metrics

Key Deliverables in 2024/25: Run an effective MI Function in the year such that timely and accurate reports are produced, and provide first level insights into service delivery Run an efficient MI function and leverage self-serve and automation such that the team is at least 15% more efficient than at the start of the year in the human effort that goes into reporting Build delver and embed robust Capacity Planning methodologies and processes for robust governance and deeper insights into operations capacity

Help COO s articulate their capacity management goals and help them meet those goals

Maximize resource utilization and support in ensuring optimal service delivery performance demonstrate the commercial impact of running a centralized Planning and MI function within O&T] Build and run robust Work force analytics methodology including, Headcount controls, accounting of capacity for each operation/product line, Joiners and Leavers, and other details as specified in the Unified Workforce Model Maintain and develop Unified Contact Centre MI models Maintain and develop robust Unified Time accounting Model and partner with finance on Cost accounting and billing where relevant

Experience & Qualification

Bachelor s degree in business administration, maths, engineering or economics from accredited university or equivalent experience 15+ years of experience in business intelligence and performance management in Services Industry, supply chain or logistics 15+ years of experience managing cross-functional projects and programs with tight deadlines Experience with BackOffice Planning and exposure to Contact Centre operations Experience as a Client Relationship Manager or Product Manager is preferred Knowledge of customer relationship management practices Problem-solving attitude Excellent analytics skills Excellent communication skills Aptitude for fostering positive relationships Teamwork and leadership skills Customer-oriented mind-set Proven experience in driving large-scale transformation efforts, ideally in a technology or consulting environment

Strong track record of resource management, financial tracking, and project management

Demonstrate agility and rigor Attention to detail with exceptional quality of work Excellent communication and interpersonal skills

Adaptive to organizational culture and business environment