Vantiv VP of Operations Strategic Planning and Forecasting in Cincinnati, Ohio
GENERAL FUNCTION: Provides direction and leadership of long-term strategic planning, forecasting and staffing plans for all functions within Vantiv Operations. Partners with multiple groups across the enterprise to include short and long-term forecasting of operations work volumes, modeling of staffing needs, leadership of work scheduling philosophies and processes, and enterprise reporting of performance against SLAs, along with improvement plans as needed. Responsible for continuously assessing the experience of the customer and recommending/driving solutions for improvement of customer experience while reducing cost to the business.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Partners with Operations segment leaders, and acts as points of consolidation, to develop strategic staffing and budget plans to continually improve levels of customer service while reducing cost to the business.
Provides strategic direction to Call Center Workforce team to deliver short term and long-term goals for service levels and optimal utilization of call center resources.
Partners with HR to ensure effective and efficient sourcing of required headcount.
Provides thought leadership and input on strategic vision for processes and technologies that can be leveraged to improve customer experience at lower cost.
Drives business IT requirements and creates business cases for telephony and other technology improvements by researching new applications and features within existing and new call center technologies.
Responsible for Operations global site strategy
Determines when third party/outsourcing solutions are most appropriate.
Partners with Operations and Line of Business leaders to ensure understanding of Service Level performance and plans for continual improvement
Perform any other duties as assigned.
SUPERVISORY RESPONSIBILITIES: Responsible for developing staff to their fullest potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
10 years of strategic planning/forecasting/staffing leadership experience within a financial services operational environment.
Minimum of 10 years experience leading development of operations and care technology development strategies (e.g. IVR, web tools, agent desktop).
Strong technical knowledge, with at least 3-5 years experience working closely with IT department to develop requirements and ensure value delivery.
Strong customer service orientation.
Exceptional analytical skills.
Strong computer skills.
Strong interpersonal and communication skills.
Bachelor's Degree or equivalent experience required.
5-7 years senior management experience preferably in an operations/customer service environment.
Financial services operations experience in specified or comparable area preferred.
Strong customer service orientation.
Experience with Microsoft Office (Word, Excel, etc.) and Microsoft Outlook required.
Experience with workforce management/planning software such as Blue Pumpkin, IEX, Verint, etc. is required
Ability to persuasively communicate ideas to other managers, V.P. and S.V.P. levels.
Ability to meet deadlines and complete task with minimal supervision.
Excellent verbal and written communication skills.
Must be an expert in operations forecasting and scheduling functions, processes and procedures and systems.
Strong staff development skills and leadership ability. Ability to lead a high performance customer focused team.
Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
Detail orientation, strong analytical skills, and strong process orientation and analysis skills.
Ability to multi-task and be flexible.
Excellent organization and project management skills.