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Senior Operations Manager, MEA
Fitch Learning is currently seeking a Senior Operations Manager based out of our Dubai office.
The Senior Operations Manager role leads our Middle East operations functions in the successful delivery of all sophisticated client learning programmes in those regions. Our learning programmes are impactful and engaging – combining e-learning and instructor led elements to create innovative and effective solutions that lead the industry.
What We Offer:
We’re looking for individuals with drive, flexibility and passion to help us deliver a world-class service to our clients.
In return, Fitch Learning offers a fast-paced, start-up like environment with considerable financial backing and stability that you associate with a larger corporate.
It’s a place where you can really make a difference and progress in your career.
We’ll Count on You To:
As well as implementing your own portfolio of client programmes, you will develop and elevate a regional Operations team reporting into you, so that you and they undertake the following activities:
Participate actively and consultatively in the sales process to help advise prospective clients on implementation excellence.
Actively lead and own the implementation of the learning programmes we provide from the Fitch Learning side, being both a key client contact and local escalation point.
Design and execute the operational implementation project plan for the programmes we deliver and manage it according to best practice (working closely with our existing Project Management Office).
Own and have accountability on achieving our clients learning outcomes and delivering world class customer success from Onboarding to Delivery, to post delivery satisfaction and continued learning through to billing.
Drive operational improvements as part of a wider global program of ongoing operational enhancements.
Working as part of an extended global team to constantly seek to improve and enhance our approaches to delivering programmes, thinking about how to work smarter and deliver product and client excellence.
As you would expect, we offer the necessary coaching and training to develop your skills to enable you to fully meet the demands and needs of the role.
What You Need to:
demonstrate experience of:
Delivering large and complicated client programmes and projects.
Leading a team of client facing operational staff.
what world class Customer Success.
Working directly with clients, being ultimately responsible for the success of the relationship.
Improving processes and operational effectiveness.
Consistent overachievement of targets and objectives.
Effectively managing change.
Working as part of a global operations management team.
Understanding of the local market, key influences, competition and macro-economic factors
What Would Make You Stand Out:
Great people management and leadership and supervisory skills
Project management mindset, focused on execution
Accountability and responsiveness
Understands what good looks like
Customer first approach
Adept at influencing different stakeholders and dependents
Can work as part of a global team
Politically aware of client profile and culture
In addition
Key Contacts
Internal
Asia Pacific, Middle East & Africa Leadership
Learning Partners
Content Managers
Trainer team
PMO
External
• Client logistics and management contacts
• Delegates
• Vendors
• Associate trainers
• Suppliers (printers, training material providers etc.)
Performance Metrics
• Key part of the Global Customer Success Targets
• Customer Satisfaction Scoring and Net Promoter Score
• Client programme feedback
• Reputational feedback from internal stakeholders
• Operational error rate for training delivery.
Why Fitch?
At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.
Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.
We are building incredible things at Fitch and we invite you to join us on our journey.
Fitch Learning is a leader in financial services training. With unrivaled breadth and depth of training, the company delivers learning solutions for apprentices and graduates, to those with 10+ years’ experience in Financial Services. Our learning solutions encompass expert faculty, e-learning, coaching and blended candidate assessments, improving individual contribution and collective business performance
Fitch Learning is committed to safeguarding children, young people and vulnerable adults. All post holders are subject to a satisfactory Disclosure and Barring Service (DBS) check at the appropriate level for the role.
Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.
For more information please visit our websites:
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