Summary
Lead the performance strategy for Client Service Operations by applying advanced analytics, financial planning, and business insights to optimize service delivery and drive continuous improvement. Partner cross-functionally with Client Development, Finance, Commercial Operations, and Omni-channel teams to inform decision-making and enhance the client experience. Oversee KPI frameworks, forecasting, and budget management to ensure operational efficiency and fiscal compliance.
Responsibilities
- Develop and maintain a comprehensive operations analytics framework, KPIs, dashboards, and reporting tools.
- Provide business insights and forecasting using predictive analytics and performance trends to inform strategic recommendations.
- Monitor operational performance including service levels, handle rates, sales targets, and expense management and recommend improvements.
- Engage senior stakeholders across functions and liaise with corporate headquarters to align on strategy and operating models.
- Partner with retail and digital teams to identify commercial opportunities and share performance insights.
- Oversee call center operating budget, deliver monthly forecasts, and identify capital, operational, and headcount needs or savings.
Requirements
- Bachelor’s degree in a quantitative field such as Data Analytics, Operations, Business Administration, or related discipline.
- 10+ years of experience leading business performance, operations analytics, or strategic planning in high-velocity environments.
- Demonstrated expertise in forecasting, capacity modeling, cost optimization, and performance management.
- Advanced proficiency with business intelligence and reporting tools (e.g., Power BI, Salesforce) and strong analytical fluency.
- Proven leadership, stakeholder management, communication, and influence across cross-functional teams.
- Contact center and/or luxury retail experience preferred.
