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Head of Planning and Enablement

Ref: 9221973

  • €100,000 - €120,000
  • 08 Oct 2020
  • Dublin (South)
  • Perm

Brightwater Executive are partnering with a large global multinational organisation on the appointment of a Head of Planning & Enablement. Reporting to the Commercial Operations Director You are customer obsessed and future focused. You will be a key member of the Commercial Operations Leadership Team, defining its strategic direction, supporting its delivery, and leading transformational change.

Key Responsibilities

• Challenge traditional thinking and lead transformational change • Develop, enable and drive the Care and Operations strategy across multiple timeframes. Secure buy-in and commitment at SLT level • Ensure the right organisation design, resourcing and partnership models, skills, ways-of-working, technology, governance and ownership are in place to support and deliver the strategy. • Lead the budgeting process, planning cycles and investment cases, ensuring alignment with strategic priorities and targeted investment in key strategic enablers. • Work across the organisation to translate the strategy and budgets into goals, delivery, and operational plans. Embed and drive appropriate governance and risk management to support success and drive alignment. • Lead, develop and support your team – collectively and individually through coaching and 1-2-1’s. • You will champion and scale new ways of working (including agile and lean) and technology adoption to enhance and optimise performance and improve our Customers’ and Agents’ experiences.

Key Skills

• You will have at least 10 year’s experience as a senior business leader, with measurable customer experience and business outcomes. • Ideally you will have a strong telco background in leading large customer service teams. • You will be a proven leader, with a track record in developing and successfully operationalising strategy, together with implementing transformational change to meet customers shifting needs and expectations. This should span the Care/Operations Operating Model (People/Partner Resourcing, Process, Technology, Data, Governance), and have resulted in a step-change in operational / customer experience / commercial performance. • Experience leading a diverse team to high performance and engagement. • Strong data analysis skills, with an ability to translate market, internal and ‘outside’ in Voice of the Customer data into actionable insights. • Strong communication skills, both written and verbal and needs to be very comfortable interacting with all levels of the organization from front-line employees through Senior Executives. For more details on this Head of Planning and Enablement role, please contact Anne Marie Walsh on 01 662 1000 or email [email protected].