Director of 3rd party Operations

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

The Director, Operations works with Senior Management to create the vision of the Company and the type of business philosophy and culture the Company aspires to attain. They are accountable for the overall performance and budget of their multiple client groups/ business segmentation/ cross-geographic footprint (where applicable). They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients.

They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

• Work with the President and senior management to create and ensure the Company vision and core values are integrated into our operational strategies.
• Ensure the productivity of departments or multiple P-&L groups so that Company and client goals/ SLAs are met or exceeded
• Understand Client SLAs and contractual requirements to ensure we meet objectives – Overall client facing responsibility
• Manage all inventory in line with company requirements
• Ensure that all necessary facilities and/or tools are available for use by employees
• Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated
• Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy
• Manage all client reporting and internal reporting and billing requirements in a timely manner
• Performance manage direct reports and overall team to ensure we grow and develop our talent
• Develop strategies to enhance productivity or improve processes and procedures
• Prepare monthly forecasts, revenue and expenses for portfolios
• Motivate staff through established incentive programs or ad hoc contests
• Establish work schedules to meet Company and client requirements
• Responsible for performance by the firm of its obligations under the SMCR, including implementation and oversight (UK specific)
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

• North America - Minimum High School Diploma or equivalent is required
• Philippines – Minimum of 2 years post-secondary or equivalent is required
• Costa Rica – No Minimum requirement
• United Kingdom – No Minimum requirement

5 years experience in an Operations Manager role or equivalent external experience

Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role.

• Growth Opportunities
  :
  We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training
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  We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture
  :
  Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
• State-of-the-Art Offices: Work in our modern,…