Role Overview: Cross Country Operations Excellence Manager

We are looking for a reliable and seasoned Cross Country Operations Excellence Manager that will be responsible for business process optimization by leading numerous improvement projects aimed at streamlining activities while driving up performance and quality. This role will take part in regional and global initiatives and will tackle complex problems that affect operational deliverables and work to resolve them with innovative solutions. This role will provide support to the Chief Operating Officer, in building sustainable capabilities within the Operations functions as well as the development and implementation of MAX strategies and plans.

Key Outcomes:

Quality - Improve quality of our service delivery, as measured by reduction in key recovery metrics. Reviews debt recovery process’s effectiveness and policies.

Cost - Improve financial performance

Culture - Support building a culture of Operational Excellence / Continuous Improvement within the Operations team that creates momentum to scale more broadly throughout MAXWhat You’ll Do:

Functional

• Lead Ops excellence team and work towards value delivery inline with business strategy.
• Ensure debt recovery procedures are fully effective and all available recovery options are utilized to maximize recovery outcomes.
• Lead the data analytics and insights and act as a decision support system. Ensure the team delivers insightful reporting dashboards and manage the coordination within cross functional teams as required.
• Ensure timely and accurate reporting to the relevant stakeholders (including board, senior management, rating agencies, etc.)
• Lead and review the process improvement & enhancement initiatives for debt recovery. Act as a bridge and lead conversations with the country Opex team, Operations and Technology for transformation projects and digital deployment.
• Lead periodic idea generation campaigns for inclusive initiatives
• Run regular engagement on continuous improvement projects.
• Actively support & contribute in critical metric management, Strategic alignment with business and ensure key inputs are articulated in required forums to support superior service delivery.
• Lead and/or support external/internal audits, identify and control risk and support / drive incident investigations.
• Ensure adherence and compliance with the Code of Conduct; MAX Policies as it relates to debt recovery across the organization.

Continuous Improvement

• Reviews debt collections process’s effectiveness and policies
• Support and partner the projects that are part of transformation at cross country level.
• Proactively plan, develop, and monitor implementation of improved processes by bringing to bear technology, continuous improvement initiatives, standard methodologies, and data-driven management. Track progress and suggest recommendations for improvement as required. Set up and support a quality assurance model.
• Develop and maintain strong working relationships with key partners at all levels within MAX, customers, and external service providers to ensure related issues are dealt with in a timely and effective manner.
• Support the development and implementation of policies, procedures, and practices in compliance with legal and regulatory requirements and industry best-in-class practices and global process standardization.
• Ensure Global Process Standards are embedded and adhered to in day-to-day operations.
• Drive cross functional collaboration and identify, resolve, and develop digital solutions for complex, called out and systemic operational problems to ensure consistency & sustainability of Ops delivery

Leadership and Supervisory

• Support the implementation of 5S kaizen within MAX.
• Set goals and clarify expectations, provide regular feedback, and conduct performance appraisals, reward, and set up PIPs.
• Provide mentoring, guidance, and feedback to team members to support long term career development of key talent.
• Provide opportunities for learning and self-development to build capability of the team and ensure competency in performing MAX objectives.
• Support the development of a high-performance culture within teams by promoting continuous learning and focusing on meeting / exceeding needs / expectations.
• Identify training opportunities focused on building capability of the team.

Key strategic accountabilities:

• Constantly scans for improvement opportunities and implements transformative solutions that solve our most important and complex problems.
• Moves at a high pace while collaborating, managing risks, communicating, thinking globally and while demonstrating MAX’s values, behaviors, and attitudes.
• Continuously promotes Agile methodology through both adopting agile principles and actively championing agile at every opportunity.
• Builds capability through inspiring teams to learn new skills, adopt new practices and seek growth opportunities.