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Operations Support Team Manager - Long-term contract - REMOTE

Operations Support Team Manager – Long-term Contract – REMOTE

The Operations Support Team Manager will support a cross functional transformation initiative to improve the consistency, efficiency, and effectiveness of how clients and engagements are evaluated for risk exposure across the global organization. They will lead a cross functional team of subject matter experts to develop and operationalize a scalable service model and organization design to enable a centralized uniform approach for evaluating clients across member firms, as well as incorporating best practices to define a global operating model and governance framework which allows for strategic policy and decision-making and monitoring of performance.

This is a new global project which includes new technology/applications as well as business processes being developed, and the support model is being re-evaluated and redesigned as well.  You will play a key role in this aspect of the project, so the key experience will be designing and standing up support teams and processes, on a global scale.  

The position is 100% remote, will be hired via video, and we prefer candidates in the East Coast or Central time zones, since many stakeholders are on the East Coast or in Europe, with frequent morning meetings Eastern time.  

Responsibilities include:

  • Assess current state and design future state target operating model that includes the following: capabilities, structure and governance, staffing requirements, processes, supporting tools and technology, and cultural / organizational impact assessment
  • Develop a roadmap and implementation plan, and oversee the operationalization of the operating model strategy
  • Communicate routinely with regional and member firm leadership to develop standardized procedures, standards, and approach for centralized support teams
  • Oversee the development of the systems/tools, methodology and training materials to ensure consistent and optimal experience.
  • Coordinate and oversee the deployment of consistent and effective processes and communications, including standardized playbooks for centralized support teams
  • Ensure high quality customer service and reliable delivery of services is embedded within the centralized teams by designing the appropriate quality assurance assessments to provide relevant reports and recommendations for local/global leadership
  • Design the monitoring approach using various metrics and sources, to provides relevant reports and recommendations to leadership
  • Manage the transition of existing centralized team to the new methodology and approach, working with other workstreams to ensure this aligns with overarching program timelines


  • Minimum of 10 years top-tier consultancy or driving large-scale global transformation initiatives; Global customer service call centers implementation is a plus
  • Strong organizational and project management skills; an ability to lead highly visible and complex initiatives without direct ownership of resources
  • Organized with strong business acumen and analytical skills; ability to synthesize and distill information into recommendations
  • Ability to build consensus and relationships among managers, partners, and employees
  • Excellent oral, written, and interpersonal communication
  • Business Process Management, LEAN Six Sigma experience is a plus
  • Highly proficient in MS Office, especially Visio, PowerPoint, and Excel

Education:  Bachelor’s degree in Business Administration, Accounting, Finance, Supply Chain Management, Human Resources, International Development, or a related field


Job ID: 5135

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