Vice President, Program Operations

Corporate Toronto, Ontario Ottawa, Ontario Orangeville, Ontario Bridgewater, Nova Scotia Yarmouth, Nova Scotia Nova Scotia Ontario


Position Overview:

The Vice President, Program Operations role is responsible for the delivery of a trusted relationship with our Clients, while providing leadership and oversight of the Call Center and Back Office management teams operating across multi-site locations and work from home.  The VP Program Operations will report directly to the CEO and is responsible for the achievement of financial performance, service level obligations, compliance with standards and regulation, client satisfaction, and creating an exceptional employee experience. The role is the primary relationship and client success manager for a key strategic partner. 

The incumbent of this role will also play a crucial part in the Senior Leadership Team and will be responsible for providing regular reports on the operation’s progress to the CEO and Senior Leadership Team.

Major Duties & Responsibilities:

  • Support in strategic planning in order to upturn proficiency, productivity, and efficiency of the operations
  • Lead the performance of a team of operational leaders and Directors, ensuring service metrics are consistently met, client relationships are exceptional, driving improvements in customer satisfaction, employee development and retention
  • Assist in the establishment, and ensure compliance, of operational units' short-term and long-term goals with overall corporate objectives
  • Meet revenue targets, client satisfaction, customer satisfaction, operating margin, and expense management.  Position has P&L accountability for the operational areas under their leadership
  • Oversee the operational areas budget and forecasting process; provides support to management team; holds management team accountable for process
  • Plan, staff, and supervise all assigned work unit activities through direct reports to ensure a cohesive operational unit
  • Identify opportunities for the operational areas to drive efficiencies, reduce customer friction and improve quality of service; create engagement among the staff and implement process and system improvements and standards 
  • Lead the development and establishment of skills required by the business and business process outsourcing employees to adhere to service quality standards and in alignment of company values
  • Coordinate and confer with direct reports to resolve operating problems and difficulties and authorize department operational procedures within corporate framework
  • Own the client experience journey of the programs under leadership, throughout the BPO lifecycle. Works closely with Program Directors, Clients, and Operational teams to manage successful Client Relationships.  Future Proofing our Client’s CX and being viewed as thought leaders
  • Identifies and analyzes information to give early warnings of potential problems and recommends corrective action
  • Negotiate pricing and contractual terms on behalf of the business
  • Work collaboratively with other senior leaders and other departments to support their efforts in accomplishing Company goals
  • Establish team focus by developing and communicating goals in support of the visions and values of Performance Services
  • Develop direct reports by delegating responsibility, providing high-impact performance feedback, and assisting in conflict resolution
  • Participate in business development of new and existing client relationships

Education/Qualifications Required:

  • Master’s degree in business administration. Will also accept equivalent of Master’s Degree through any suitable combination of education, training, or experience

Work Experience Required:

  • 5+ years of contact center operations experience or equivalent a must
  • 10 years of progressively responsible experience in an operation, relationship management, customer experience environment
  • 10+ years demonstrated people leadership experience.
  • Experience as a leader of Financial Services or Retail contact centres and operations is desired 

Skills and Core Competencies:

  • Excellent management, negotiating and organizational skills
  • Demonstrated ability to lead a team and achieve results
  • Experience in budgeting, project management, supervision of accounting and operations
  • Strong relationship management, interpersonal, and communications skills
  • Able to prioritize and focus associates on appropriate tasks
  • Demonstrated ability to read and interpret financial documents and spreadsheets
  • Works well under pressure and makes deadlines
  • Works effectively in an entrepreneurial, collaborative environment, and is able to direct and work in harmony with a diverse group of highly motivated and capable individuals
  • Demonstrated relationship-building skills
  • Proficient with word processing and spreadsheets
  • Solid judgment
  • Critical thinking skills
  • A sense of teamwork and community
  • Ability to handle multiple tasks
  • Able to work in excess of stated office hours to get the job done
  • Ability to travel occasionally
  • Willing and able to exercise the authority entrusted in order to accomplish assigned duties and responsibilities
  • Must have a commitment to the vision and mission of the organization                            

Millennium1 Solutions is an equal opportunity employer and welcomes and encourages applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.