EMEA VP of Operational Excellence & Automation

TRS Recovery Services

Basildon

On-site

GBP 180,000 - 280,000

Full time

4 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Fiserv is seeking a VP, EMEA Operational Excellence to lead a large-scale operations function across 11 countries, ~1,400 people and annual volumes of 2.4 million calls, 1 million cases, and 4.1 million outbound contacts. The role covers capacity planning, service delivery, automation, data and insights, and governance, with responsibility for expense management and shaping the regional support model.

You will lead senior teams and drive AI-enabled automation to improve productivity and

Qualifications

Proven senior leadership experience across large, multi-country operations.
Experience managing expense and driving cost management.
Experience leading multiple specialist teams and managing through other leaders.
Strong background in capacity planning, workforce management and service delivery.
Experience of automation, including AI-enabled automation, with measurable productivity results.
Working knowledge of SQL data warehousing and visualisation tools such as Tableau.
Strong understanding of governance, compliance, business continuity, data protection, cyber and consumer duty requirements.
Experience supporting client onboarding, bids and expansion into new markets.

Responsibilities

Lead capacity planning across cross-functional operations teams in EMEA.
Oversee day-to-day service performance and scheduling; ensure alignment with SLAs.
Drive AI-enabled automation to improve productivity and capacity.
Manage data and insights through SQL data warehouse and dashboards.
Uphold governance, compliance and business continuity standards.
Design operational models for new clients and market expansion.
Lead bid delivery workshops with clients.