Senior Director Support Services

Key responsibilities

• Develop and implement short and long-term goals, objectives, strategic plans, policies, and operating procedures.
• Monitor and evaluate programmatic and operational effectiveness and make necessary improvements for optimal performance.
• Provide strategic advice and recommendations to leadership for the development, implementation, and evaluation of operating policies, practices, and procedures.
• Take responsibility for organizational performance, headcount, budgeting, and execution.
• Contribute to and actively manage performance metrics for your leadership team and act as a mentor.
• Ensure the delivery of key performance indicators (KPIs) such as service levels, customer experience, quality measures, and compliance.
• Develop and optimize the skills of the operational talent pool, including attracting external talent and implementing succession planning.
• Establish a robust communication and engagement model to ensure effective information flow and team understanding of business performance and needs.
• Identify and implement operational best practices through collaboration with the wider team.
• Motivate and performance manage Support Service Managers to ensure the achievement of overall targets and business plans.
• Identify opportunities for service and process improvements.
• Demonstrate measurable results, such as business improvements, cost savings, and revenue generation.
• Translate business strategy into day-to-day operational delivery.
• Set and review quality performance standards.
• Oversee and manage the performance management system and handle disciplinary actions when necessary.
• Ensure business continuity planning on a daily, weekly, and quarterly basis, including staffing coordination, work-from-home planning, and disaster recovery plans.