Overview:
Policy Manager
Responsibilities to include but not be limited to the following
* Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies
* Maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies
* Spot trends and flag potential issues that may arise from the application of Client's policies and offer suggestions or solutions
* Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies
* Flag resource constraints, policy issues or inconsistencies timely
* Gather insights and offer policy suggestions based on the direct application of the policies
* Ensure continuous improvement of resources and materials provided
* Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team
* Liaise directly with Client's Policy team to gather/discuss/debate questions and engage with Client to obtain answers
Recommended Qualifications
* Proficient level of English and ideally fluent in another key language served by outsourcing site
* Experience in an Operations environment, preferably in an international environment
* Good knowledge of quality/training processes and policy enforcement in an Operations Environment
* High level of energy, drive, enthusiasm, initiative and commitment
* Excellent communication, consulting, influencing and interpersonal skills
* Proven track record of collaborating with cross-functional groups to produce results
* Passion for ensuring a world class support experience for our community
* Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams